Optimizing Customer Support Operations in the Philippines

This case study details the strategic transition of customer support operations from the U.S. to the Philippines by a global retailer. The objective was to enhance cost efficiency and scalability while maintaining high service quality. The transition resulted in a notable 54% reduction in costs and improved agent retention rates, achieving a 100% certification show rate from day one. The implementation of a tiered model allowed top-performing agents to support their peers and manage escalations effectively, ensuring smooth call handling and reduced wait times. The retailer experienced significant scalability, expanding from 107 to 1,103 agents in just three weeks. Liveops facilitated this transition by optimizing the certification process and utilizing technology-driven solutions for dynamic agent deployment. The results indicate that outsourcing to the Philippines can enhance operational efficiency without sacrificing customer satisfaction, as demonstrated by the high engagement and commitment of Filipino agents throughout the process.