While expanding into new regions, the client wanted to set up relationship contact centers in untapped markets, move to seamless multi-channel digital support and reduce operational costs without compromising quality.
Contact centers in new regions.
Seamless multi-channel support.
Lower costs, same quality.
A fast launch in a new market.
Fusion CX began with a deep dive into the client's customer experience landscape in the Philippines and deployed a focused action plan.
Virtual training and support for launch.
Tailored training built for a tight deadline.
Swift, convenient help across channels.
Customized tools and a smooth transition.
Delivering from Fusion CX's Manila center lowered operating costs while adding scalability. The team achieved 96% QA accuracy and a 96.6% service level, beat the 6-minute AHT target by 27 seconds, and reached 100% call occupancy with 0% call abandonment.
Building on that success, the partnership extended to Malaysia in October 2023, with a pilot team providing inbound, outbound and email support in English and Bahasa.
Strong results in one market opened the door to the next.
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