• 4,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Newshub » U.S. utility nearshores customer service to iQor, saves $3M

U.S. utility nearshores customer service to iQor, saves $3M

UNITED STATES A U.S. utility saved $3 million in Year One of its partnership with iQor through strategic outsourcing to Trinidad and integrated digital services.

The utility selected iQor as their first and only business process outsourcing (BPO) partner over several BPOs recognized as Leaders in Gartner’s 2022 Magic Quadrant for Customer Service. Together, iQor and the client identified the right mix of customer experience (CX) automation and human support to lower costs and maintain efficiency and quality.

“As a managed services provider of customer engagement and BPO integrated digital services, iQor developed a strategic outsourcing partnership with this client to design the optimal blend of CX automation and people. The team implemented a digital-first approach to optimize resources and align with the client’s goals to increase industry competitiveness, customer satisfaction, and profitability,” said iQor Chief Sales Officer James McClenahan.

The strategic outsourcing partnership with a digital-first mindset yielded multiple benefits for the client in Year One:

  • Saved $3 million in customer service delivery costs.
  • Invested in training and automation tools for better CX.
  • Optimized processes focused on contact center performance goals.
  • Enabled digitally savvy Trinidad team to deliver on agent proficiency targets.

To learn more, view the strategic outsourcing case study.

iQor is a managed services provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions comprised of 40,000+ amazing employees spanning 10 countries. The company is passionate about delivering an outstanding omnichannel customer experience for brands across the globe. Harnessing intelligent CX technology that can scale teams anywhere, iQor’s BPO solutions create happy employees and delighted customers. The company’s irresistible culture results in a smile with each interaction to create optimal customer experiences. iQor enables diverse teams to scale its BPO digital solutions from local to global to create the CX experience brands demand to win and keep customers.

Learn more at iQor.com.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 4,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
4,000 firms.Just 2 minutes to complete.
SAVE UP TO
70% ON STAFF COSTS
Learn more

Connect with over 4,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 4,000 firms
  • Simple
  • Transparent
Banner Image