Innovation Incubator - Contact Center Optimization

Client Success Story: Achievements & Results

6 Months JD Power Certified

2.33% Attrition Rate Attrition saw a significant decline and the agent attrition rate was improved to only 2.33%, or 1.4 reps, per month. 110% Quality Assurance We exceeded the Client’s 80% quality assurance goal and reached an average score of 88%.

30 Days Metric Goals Realized Service levels and all key performance metrics were achieved within 30 days of launch.

Achieved JD Power Customer Excellence Award only six months after launching.

99% Service Level Goal

91% Employee Satisfaction

We surpassed the goal to receive 80% of inbound calls within 30 seconds and achieved 99%.

Employee satisfaction surveys reflected a 91% employee positivity rating with 100% of respondents agreeing that Insite’s coaching culture connected with agents.