Major Automotive Business Partner
The Home Advantage Client Case Study
Business Challenge
A market-leading B2B & B2C automotive services provider in North America has partnered with LiveXchange for over 12 years in providing remote agent solutions to support a variety of their client needs.
Recently, one of their clients, a renowned automobile manufacturer had an urgent need to ramp customer service staffing to triage/handle a short term need to service unexpected call volume related to customer claims post a class action settlement.
Project Requirements
- Hire and deploy 50+ Agents for a 3-month contract within a short 4-6 week window.
- Hire for both English + Bilingual French language requirements
- Ability to train virtually through self-led eLearning modules combined with trainer-led virtual training.
- Leverage a telephony platform separate from the current client infrastructure
- Call Volume Origin: Across Canada
- Call Recording and Storage: Yes – Up to 6 Months and transfer to the client for long-term storage.
- Supply a flexible workforce management system and Notify system to staff erratic, fluctuating peak volume needs
“LiveXconnect provided us the flexibility to scale up or down throughout our hours of operations to meet our customers demand 24x7x365”
— Manager, Solution Center
Success / Results
The project launched on-time and successfully delivering on all the SLA requirements.
The project concluded within 3 months with the agents handling over 30,000 calls and meeting predefined KPI’s by the automobile manufacture – Truly a Win-Win for all parties!
Solutions Provided
- ContractWorld.jobs – Recruitment Portal
- eLearning LMS – Student path monitoring soft-ware and online training services
- LivexConnect – Workforce Management Portal and Scheduling Application
- Notify – On-demand automated agent outcall system
- Contact Centre Anywhere – Omni-channel telephone platform
- PayShark – Integrated invoicing management and agent payment services
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