Company: SHOP LC
Nationwide Home Shopping Network Company offers exceptional quality jewelry and home products to its customers 24/7.
Background
Given their outstanding value products and recent expansion, Shop LC needed a nearshore partner to support their growth and lower cost, keeping customer service quality.
Goals
Find a nearshore partner able to support their 24/7 operational needs and meet their customer service levels; a bilingual service is needed since their growth through the US’s Hispanic market.
Results achieved
This partnership began four years ago as a test; NDS performance and customer service levels helped Shop LC meet their goals and provide them the assurance they can grow with NDS, going to 8 agents to a currently 110 agents’ campaign, 24/7.
Company: US AUTO PARTS
One of the largest Auto Parts online retailers in the US, over 100 web pages offer their products and supports many markets, from auto-owners, small car shops, mechanic shops, and Auto Dealers.
Background
Given their experience in operating many call centers from their in-house call center to manage vendors worldwide and their US market expansion, they decided to go nearshore with a partner offering proximity and bilingual services.
Goals
To outsource services with a provider that offers biculturalism and proximity, meeting the quality standards their company needs.
To replicate their call center operational standards worldwide with a new vendor, expanding their capacity to attend other contact channels like Chat and Email.
Results achieved
The partnership between NextDoor and USAP began five years ago as a test; the NDS agent’s language skills helped USAP provide a better service and surpass their CSAT expectation and soon enough met sales conversion rates. From a ten agents’ pilot to a permanent 120 agents’ campaign.
Company: Progreso Financiero
Progreso Financiero products have been designed to meet the Hispanic community’s financial needs in the United States. The company provides unsecured loans to fixed capital with small fixed payments.
Background
Given its commercial formula’s success, Progreso Financiero needed to expand to increase its network of accredited people in American states with a Hispanic population.
Goals
The company designed a work plan to create a step-by-step best practices model through a detailed assessment of the operating model and improved processes.
Results achieved
The partnership between NextDoor and Progreso Financiero began eight years ago as a test from 6 agents’ pilot to a permanent 180 agents’ operation, answering over 2 million calls yearly.
