THE PROBLEM:
In late 2018, we were approached by a current client to help set up a call center solution designed to support two critical functions: 1) TCPA Compliant Outbound Dialing, and 2) Managing In-Bound Seasonality in non-core business units.

THE SOLUTION:
Enter KO Business Solutions: The KO outbound team averages over 280,000 annual unique dials. These attempts are information campaigns based upon specific borrower circumstances, and warm transfer campaigns based upon the status of a borrower’s loan or obligation. Our program was established to support our client’s need to impart critical information in a non-dialer environment. To date, KO has managed 5 different product solutions and absorbed the staffing volatility ramping from 15 dedicated agents to 40 at varying intervals throughout the year.

THE RESULTS:
The KO outbound team averaged over 280,000 annual unique dials. 8% increase in costs, 118,500 more calls handled, increased customer satisfaction, servicing capacity increased 54%. Managed 5 different product solutions and absorbed the staffing volatility ramping from 15 dedicated agents to 40 at varying intervals throughout the year.