If you have already made an investment offshore, but are not achieving your targeted cost savings and customer satisfaction goals, our Offshore Protection Plan can improve your customer satisfaction and the performance of your offshore call center by:

Providing a benchmark for customer satisfaction, FCR, and Handle-Time
Providing a US-based escalation center to insure First Call Resolution (FCR)

First Call Resolution reduces the cost of support services by eliminating repeat calls:

A company receiving 10,000 calls per day with 65% First Call Resolution (FCR) offshore is handling ~2,600 repeat calls per day or ~950,000 repeat calls per year.

By increasing FCR from 65% to 80%, ~1,220 calls per day or ~445,000 calls per year could be eliminated, which could save at least $1M annually on an 8-minute call.

By sending a percentage of these calls to The Answer Group, benchmarks for FCR and Handle-Time can be established for your offshore support provider to insure that you are maximizing the cost savings with your offshore support provider.

To achieve these benchmarks, The Answer Group will develop knowledge base articles, tools, and expertise to enable your offshore support provider to improve its performance.

As offshore call center performance improves, returns, replacements, cancellations, and other customer support costs will also be reduced.

Most importantly, customer satisfaction will be dramatically increased.

Our long-term partnerships with highly respected U.S. companies are testimony to the superior level of service, strategic customer advantage, and cost effectiveness that we provide our Partners.