The Client
People Connect started as two companies, both in the business of finding and managing information about people. These companies were brought together to merge Classmates’ one-of-a-kind social network and Intelius’ proprietary people profiles into the digital identity company that empowers consumers.
Background
People Connect selected iCall Services to serve as its outsourced contact center partner for the Classmates business. Based on iCall’s performance during the first year, People Connect subsequently transitioned its Intelius contact center program to iCall from the Philippines.
Program Objectives
Classmates’ internal contact center operations were challenged by rising labor costs, high turnover, and service level issues. The client was looking for an outsourced solution that would:
- Reduce operating expenses.
- Consistently meet performance requirements.
- Improve CSAT scores.
The Approach
iCall Services worked hand-in-hand with People Connect to establish transition plans for the Classmates and Intelius programs. Frequent two-way communications are key to delivering lower costs, consistent service levels, and a better overall customer experience.
Results
- People Connect is enjoying lower costs and improved customer support as a result of its partnership with iCall.
- iCall serves as an extension of the client’s business. Transparent communications, an easy-to-do-business with attitude, and a customized approach have all worked to solidify the partnership.
- After a highly successful first year of providing customer support for the Classmates customer base, iCall Services was rewarded with the addition of the Intelius business.
