Won back unsubscribed customers
Finding the right people
VXI’s products ensured the best possible customer experience for the client’s customers
"We needed our premium products to stand out in an overcrowded market"
Data is more important than ever. But it's not just what you're measuring, it's what you can do with this valuable information
The client saw that we believe the key to a superior customer experience, is people
In a competitive market space, there’s no room for error. Our client needed representatives that were flawless from day one - exactly how we train our agents...
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Continuous improvement via analytics
...focusses on combining technology with people to create the best customer experience possible
They recognized that they had to create a positive, memorable and professional customer experience.
The foundation of best practice CX is the people representing your brand.
So that’s where we started for our client...
Taking the average out of averages
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Our talent evaluator and recruitment tool
The digital entertainment market has become crowded. With more options than ever before, it’s harder to guide customers toward your own solution.
Preparing the CX of today for the customers of tomorrow
Reduced customer churn
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We were selected for 3 key reasons:
Our client needed to increase sales volumes, through both retention and acquisition, for their premium entertainment products.
Preparing them for the real world
”VXI was our best-performing call center provider across the board. They out-performed their targets and their peers. Their world-class training and focus on performance makes them a well-oiled machine that takes more calls and makes more sales.”
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Exceeded the client’s sales-per-hour (SPH) target by
Surpassed the client’s sales target by
VisionQA exists to optimize the customer experience over time, during recruitment, training and the field by gauging the performance of each individual agent
We customized our platform to suit the client, setting parameters and areas of focus based on their goals and needs
With realtime capturing and reporting of data, we were able to utilize a vast and current dataset to identify key areas to improve the customer experience
Agents received immediate coaching points and feedback based on guidelines cocreated with the client
To achieve this, their customer experience team had to have a strong understanding of their products, and their customers.
The World's largest telecommunications company
We’ve worked with the largest Telco in the world for the last 20 years. They trust us to step up when there is a crucial need
Talent Match Pro™
Engaged prospects and improved customer curiosity
Resulted in more than
in additional sales for the client
If you're concerned about operating in a cluttered market, get in touch:
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No business is the same, so we allocated our agents based on how well they match - through a rigorous assessment program
Our recruitment process is largely automated, giving us a sizable and deep talent pool
This, coupled with our strong onboarding process, gave us the best talent suited to our client
From there, we moved onto preparing them for the real world...
fewer leads required per sale (compared to other partners of the client)
Our track record
The problem to solve
Our goal here is to close the gap between the training world and our client's world, removing the chance of error when it counts
We created a perfect replica based on our clients needs, so when the training wheels come off, there are no speed wobbles
The agents were given a safe place to learn, where the only cost of a mistake is the time to learn from it
Our consistent approach to training resulted in a consistent customer experience for our client's customers