IQOR

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In Ep. 83CX, our Chief Digital Officer PJ Singh shares how we are blazing trails for customer service in the BPO industry with Symphony [AI]™, our generative AI ecosystem integrating technology, automation, and human expertise to optimize the employee lifecycle.

The result? Employees who set the bar high for exceptional customer service and keep customers smiling.

Tune in to learn how PJ and his team of tech experts train Symphony [AI]’s large language models (LLMs) to optimize recruiting, training, and coaching with intelligent insights.

Tap the link below for the full story. ⬇️

Ep. 83CX: Harnessing AI to Optimize the Employee Lifecycle at iQor | iQor [Podcast] Chief Digital Officer PJ Singh introduces Symphony [AI]™, iQor’s generative AI breakthrough for exceptional employee experiences.

🔍 iQor’s latest comprehensive guide, "Streamline Travel and Hospitality Customer Journeys With First-Class Back Office Outsourcing," is packed with actionable strategies to boost customer satisfaction in the travel sector. 🌟

Key Insights:
1. Importance of hyper-personalization in traveler engagement.
2. AI and automation to streamline back office processes.
3. Proactive digital and human strategies built for travel CX.

Discover how your brand can leverage these insights to differentiate and succeed in a competitive market.

Streamline Travel and Hospitality CX With Back Office Support | iQor [Guide] Download iQor's free PDF guide to elevate travel and hospitality customer satisfaction with digital + human back office support from a trusted BPO.

Unlock superior CX automation with our Digital and Professional Services! 🔑

At iQor, we leverage technology, optimize processes, and develop highly engaged agents to create smile-worthy customer experiences—digital + human—that fuel business growth. Explore the power of our comprehensive suite of digital and professional services designed to boost customer satisfaction, reduce costs, and drive operational efficiency.

As a trusted partner to clients across industries, drawing on our decades of accumulated process knowledge, we become experts in your business and proactively design personalized solutions that achieve your success metrics.

Tap below to learn more. ⬇️

https://go.iqor.com/ProfessionalServicesF

Our case study is a success story in customer care! ❤️

🌟 The Opportunity:
A leading health care and benefits administration provider faced rapid growth and heightened seasonal demands during open enrollment, and they sought to scale their customer service operations threefold.

🔍 The Solution:
We swiftly ramped up from a steady state to supporting 1,000 agents during peak periods. Our collaboration enabled us to implement tailored recruiting and training strategies.

📈 The Results:
The outcomes speak volumes:
• Exceeded customer satisfaction goals by 3%.
• Achieved a remarkable 95% agent attendance rate.
• Maintained a low attrition rate of 2%.

Our partnership optimized customer service and fostered a resilient work environment that mirrors in-office standards securely from home.

Explore our case study for deeper insights into transforming customer care strategies with innovation and partnership!

Ramping Up Benefits Administration Support 3x During Open Enrollment | iQor A case study in designing a customer care strategy by building trust through collaboration and human connection with an iQor client in the health care segment.

🎉 We’re proud to announce that iQor, in partnership with Rapid Tech, donated over 400 computers to 53 public schools in Angeles City, Pampanga, Philippines!

This initiative is part of our ongoing commitment to empowering the next generation through technology. By providing these essential tools, we aim to enhance the learning experience for students and support their educational journey while also promoting environmental sustainability. 📚🖥️🌎

Thank you to the local leaders and our partners for joining us in this important mission.

Read the press release for more information about this exciting initiative!

iQor Donates Over 400 Computers to 53 Philippine Schools | iQor [Press Release] iQor equips students with essential digital tools for academic success while promoting environmental sustainability

🎙️ New episode alert! 🌟 Ep. 98 of iQor’s Digitally Irresistible Podcast is here!

Join us for an insightful conversation with Mark Honeycutt, a seasoned strategic advisor with over 25 years of CX leadership experience at iconic brands like Amazon and Microsoft. In this episode, Mark discusses how the integration of generative AI and human expertise is revolutionizing customer service delivery. 🖥️ 👥

Key Highlights:

⭐ The Evolution of Customer Service: Mark describes the "third wave" of customer care, highlighting the shift to using third-party providers, to offshoring, and now to incorporating advanced technologies like GenAI in customer care delivery.

🤖 The Role of Technology: AI enhances bot-led and agent-assisted interactions, reduces cognitive load, and improves compliance and efficiency.

📊 Key Metrics for Success: Measure both automation and agent-assisted interactions to gain a comprehensive view of customer satisfaction.

💬 Practical Applications: AI can be used to optimize customer service, such as using speech analytics for quality assurance and understanding customer sentiment.

Tune in to Ep. 98 of Digitally Irresistible to learn how GenAI and human expertise are shaping the future of customer experience. 😊

Listen to the full episode here: https://go.iqor.com/EP98F.

Ep. 98: The Third Wave of CX Leverages GenAI and Human Expertise | iQor [Podcast] Mark Honeycutt shares practical applications for integrating generative AI with human expertise to revolutionize customer support.

🌟 Discover the future of workforce management with workforce management as a service (WFMaaS)! 🌟

Need to optimize employee productivity and scheduling across multiple channels? 🤔 Dive into our blog on WFMaaS to unlock the secrets of efficient forecasting, real-time insights, cloud-based infrastructure, and unparalleled customer experiences. Whatever industry you're in, WFMaaS empowers your team to excel and deliver smile-worthy CX. 🚀

Ready to transform your workforce strategy? Click the link to learn more!

Harness the Power of Workforce Management as a Service to Support Your Entire Business | iQor Learn the benefits of utilizing an employee-friendly workforce management as a service solution to optimize efficiencies and provide amazing service.

iQor Qares supports the communities where we live and work. ❤️ We donated Bags of Hope filled with essential school supplies to students at Macabiling Elementary School in Sta. Rosa, Philippines.

This initiative is part of our ongoing commitment to support education and empower communities. Together, we can create brighter futures, one bag at a time. 📚🎒

Read the press release below ⬇️

iQor Qares Donates 'Bags of Hope' at Macabiling Elementary School | iQor [Press Release] Youth initiative gives back to the community by investing in education

Sometimes, uncontrollable life events knock us off our feet. iQor Qares is here to help iQorians and their communities stand back up so life can keep moving forward. ❤️

When we learned that one of our team members experienced a natural disaster that resulted in loss of power and food for their family, we quickly acted to provide the much-needed financial support to help them recover and overcome this experience.

You can help us make a difference! Tap below to learn more about iQor Qares. 👇

https://go.iqor.com/iQorQaresFB

iQor invests in the growth of your company with more than smile-worthy work! 😉

We proudly offer our Banking, Financial Services, and Insurance (BFSI) partners:

🎧 25+ years of industry experience
💼 20% of our business is related to the BFSI industry
🧑💻 30%+ complex back support office is in BFSI

With over 40,000+ employees in 10 countries, be rest assured that your business, our mission, and iQor’s global team will skyrocket your growth.

Tap below to learn more about iQor. 👇

https://go.iqor.com/BankingF

🌟 We’re thrilled to welcome Dave Richter, VP of operations at Silver Star Brands, to Ep. 86 of the Digitally Irresistible podcast! 🎙️

In this episode, Dave unveils his 20+ year journey to CX leadership and shares the secrets behind Silver Star Brands’ exceptional CX in the catalog and e-commerce industry.

Get ready to dive into:

✅ A holistic, customer-centric approach to CX.
✅ Seasonal ramping success in partnership with iQor.
✅ How technology is reshaping the future for direct-to-consumer catalog sales.

🎧 Tune in now to discover a visionary partnership forging the future of direct-to-consumer catalog CX! 🚀🌟

https://go.iqor.com/EP86F

Ep. 86: How iQor Delivers Successful Seasonal CX Ramps for This Direct-to-Consumer Catalog Brand | iQor [Podcast] Tune in for Dave Richter’s CX leadership insights for direct-to-consumer catalogs and Silver Star Brands' seasonal ramp success with iQor.

🌟 Celebrating National Health Center Week! 🏥✨ At iQor, we're honored to support health care providers in delivering exceptional patient care. Here's how our partnership made a difference for one of our clients:

The Opportunity: Amid rising demand during the global pandemic, a health care provider sought a trusted outsourcing partner to elevate their patient support efforts. They needed to enhance responsiveness while maintaining compassionate care.

The Solution: iQor stepped in with a tailored approach, focusing on empathy-driven customer support. We aligned closely with the health care provider's values, implementing workforce management insights, speech analytics, and AI-powered solutions to streamline operations without sacrificing quality.

The Results: Together, we achieved remarkable outcomes:

🕒 Reduced average handle time (AHT) by 83% for health care calls and 75% for dental calls.
📉 Lowered abandon rates by 50%.
🌟 Enhanced quality scores by 6% above targets through targeted coaching and analytics.
👥 Maintained low attrition (~4%), fostering a team committed to patient-centric care.

Our collaboration goes beyond outsourcing; it's about building lasting trust and delivering meaningful patient experiences. Join us in celebrating health care heroes this National Health Center Week!

Building Trust With a Health Care Brand Through Compassionate Patient Support | iQor A case study in designing a customer care strategy by building trust through collaboration and human connection with an iQor client in the health care segment.

🎉 Exciting News! 🎉

We are thrilled to announce that iQor has won the prestigious 2024 CX Excellence Award in the Change Agents category from NICE! This award recognizes our commitment to leveraging advanced digital solutions to enhance customer journeys.

Our Symphony [AI]™ ecosystem and other digital transformation initiatives have been pivotal in optimizing customer experiences, reducing operational costs, and increasing employee productivity. This achievement highlights our dedication to delivering seamless, personalized customer interactions.

We congratulate fellow winners Kaiser Permanente and Vera Bradley Customer Service. Learn more about our journey towards future-ready innovation below.

iQor Wins NICE CX Excellence Award for Outstanding CX Innovation | iQor [Press Release] Award recognizes iQor's commitment to leveraging advanced digital solutions to enhance customer journeys.

Discover how iQor transforms customer experiences in the travel and hospitality industry! 🌍✈️

Our innovative solutions ensure seamless interactions, enhance customer satisfaction, and drive loyalty. From reservations management to general inquiries, we deliver excellence at every touchpoint. Partner with iQor for a superior travel and hospitality customer experience. 😁

Learn more: https://go.iqor.com/TravelAndHospitalityF

💡 Did you know managing seasonal peaks like holidays or product launches requires a strategic staffing approach?

Peak periods see a surge in customer queries and orders, demanding scalable staffing solutions. A BPO partnership ensures seamless scalability with skilled agents ready to handle spikes and maintain customer service excellence. 😊

🔍 Discover the ultimate guide to outsourced seasonal staffing in our e-book. Learn about CX technology, recruitment strategies, and supporting remote teams.

Ready to elevate your seasonal staffing strategy? Download our e-book to unlock the tools for stress-free, revenue-boosting success!

The Ultimate Guide to Seasonal Staffing for BPOs | iQor Learn the three essential steps for technology, recruitment, and training to support your outsourced seasonal employment demand.

Ep. 80 of the Digitally Irresistible Podcast features Senior Director of Operations and Country Lead of iQor Colombia, Fabian Garcia.

After discovering his passion for the BPO industry, Fabian distinguished himself as an excellent leader willing to cheerfully invest in his team’s career growth and development. iQor invited Fabian to spearhead the company’s first nearshore launch in South America with iQor Colombia. Fabian’s adept hiring and management abilities and responsiveness to client needs have strengthened trust in our nearshore operations and contributed to our early success in this new nearshore location.

Tap the link below for the full story on how Fabian harnesses the unique talent and culture of Medellín’s workforce to create favorable outcomes for clients through irresistible CX in iQor Colombia.

Ep. 80: iQor’s Nearshoring Success in Medellín, Colombia, Harnesses Talent and Culture | iQor [Podcast] Country Lead Fabian Garcia shares how iQor Colombia is thriving as a nearshoring hub by harnessing talent and culture for irresistible CX.

We Qare about our team members. ❤️

Recently, one of our dedicated employees was on unpaid medical leave for five months, which led to accumulating debt. They reached out for assistance with their back rent and electricity bill to keep their home stable during this challenging time.

Thanks to iQor Qares, our nonprofit organization, we were able to step in and help. Together, we can make a difference and support our iQorians and their families through tough times. 👇

https://go.iqor.com/iQorQaresFB

🚀 Transform auto loan servicing with iQor's expertise! 🏎️💼 Discover how our strategic partnership with a nationwide automotive lender optimizes their loan servicing for greater accuracy and higher customer satisfaction.

🔍 Business Opportunity: Improve loan servicing workflows and customer feedback tracking to align with CX goals.

🛠️ Solution: Integrated iQor process managers with deep industry knowledge to streamline over 30 loan servicing workflows, implementing automation and enhancing agent productivity.

📈 Results: Achieved a remarkable 34.5% NPS improvement, 7.5% perfection rate increase, and 72% reduction in errors, boosting overall operational efficiency and customer satisfaction.

Read the full success story to learn how our collaborative approach drives continuous improvement in automotive finance CX!

Auto Finance Provider Transforms Loan Servicing Through Strategic BPO Partnership | iQor [Case Study] iQor’s process management expertise optimizes loan servicing with greater accuracy and higher NPS for automotive lender.

Partner with iQor and experience the difference of elevated CX! 😀

Symphony [AI]™ focuses on three key areas of the employee lifecycle to cultivate empowered employees who deliver a more streamlined customer experience and contribute to your competitiveness in the marketplace.

👉 Optimized talent acquisition for client success
👉 Empowered agents ready from day one
👉 Excellence in service and compliance

Let’s work together to spread smiles around the globe! 👇

https://go.iqor.com/SymphonyAIF

🚀 Get ready to unlock the secrets of boosting employee performance in Ep. 84 of the Digitally Irresistible podcast.

In our newest episode, we're thrilled to introduce our guest speaker, Denise Gabel, who will take you on a journey into the world of the "can-do mindset." 🌟

Discover how the can-do mindset:

📈 Reduced a complex process timeline for a credit union by 97%, resulting in accelerated revenue growth.
💪 Empowers employees to unleash their full potential.
🌱 Inspires a can-do culture of innovation and growth in the workplace.

Denise unveils her four-step can-do strategy that equips people to thrive through difficulties, providing a roadmap for personal and professional success.

Be sure to watch this game-changing episode! Tap the link below for insights that can transform your company's performance and culture with employee engagement that creates smiles.

Ep. 84: Unlocking Greater Employee Performance With a Can-Do Mindset | iQor [Podcast] Can-do-ologist Denise Gabel offers strategies for unlocking growth with a can-do mindset that boosts employee performance.

Discover how partnering with a BPO can streamline operations, save costs, and boost efficiency through robotic process automation (RPA). 🤖💼

Our free guide reveals the full benefits:
• Holistic Optimization: Leverage RPA to improve your operations.
• Budget-Friendly Pilots: Test RPA solutions affordably and risk-free.
• Expert RPA Teams: Access top-tier data science and operations experts for ongoing optimization.

Download our guide to learn more:

Benefits of RPA: How BPOs Deliver CX Automation Savings | iQor BPOs with mastery of digital transformation help brands leverage cost savings and more from robotic process automation (RPA).

🌐 iQor’s extensive support spans multiple nearshore and offshore facilities and multiple channels, including voice, email, and back office services.

😊 A happy workforce translates to superior client service. iQor's industry-leading agent retention rates and stellar employee NPS deliver seamless support for valued energy customers.

📈 Experience the remarkable year-over-year KPI improvements and $14 million cost savings achieved in just the first year due to increased operational efficiency.

🔧 From flawless launches to meticulous process management, iQor's comprehensive CX strategy offers a holistic approach tailored to the unique needs of the energy sector.

iQor is a strategic outsourcing partner, committed to fueling growth and success for energy providers and more.

Ready to redefine customer service in the energy industry? Tap the link below to learn more!

Fortune 500 Energy Provider Achieves Industry-Leading High Agent Retention Through BPO Operational Efficiency | iQor [Case Study] Discover how iQor's operational efficiency transformed a Fortune 500 energy provider's CX delivery model to achieve record-low attrition.

Ready to take your career to the next level?

We're looking for passionate, driven individuals to join our dynamic workplace. At iQor, you'll have the opportunity to grow professionally, work with innovative technology, and make a real impact. Explore exciting career opportunities in various roles and locations.

Apply now and start your journey with us today: https://go.iqor.com/ApplyiQorF.

Ready to explore how iQor’s partnership accelerates customer satisfaction and financial recoveries for our online travel partner?

Our latest case study unpacks how decades of accumulated back office process knowledge optimize global travel revenue and customer trust from the heart of India’s National Capital Region (NCR).

Our established Delhi site offers:
✅ Maximum uptime and reputation for ease of doing business.
✅ Vibrant residential and commercial ecosystem.
✅ Access to a highly educated, multilingual talent pool.

iQor efficiently streamlines complex travel chargeback processes. Our people-first approach offers 24/7 high-touch customer support, positioning us as a trusted advisor for global outsourcing solutions.

Ready to transform your chargeback management? Tap below to learn more.

Chargeback Management Expertise Secures Revenue Recovery 15% Above Industry Averages for Online Travel Agency | iQor [Case Study] Learn how iQor's BPO solutions optimize travel tech leader’s back office chargeback processes and elevate travel customer experience (CX).

Learn how iQor helped a major U.S. financial institution reduce fraud risks and improve customer satisfaction through proactive engagement. 🚗💼

🔍 The Opportunity: Our client faced recurring delinquencies despite customers' ability to pay, signaling potential fraud from straw deals in auto finance.

💡 The Solution: We implemented a targeted welcome call program to onboard new customers effectively. Our team:
• Welcomed customers warmly, setting a positive brand tone.
• Reinforced payment details and detected early fraud signals.
• Aligned loan payments with customers' pay dates, reducing delinquencies.
• Gathered critical contact info for better future communication.

📈 The Results: In just four months, our approach delivered remarkable outcomes:
• Early fraud detection through optimized contact info capture.
• 32% increase in autopay enrollment, cutting delinquency costs.
• Improved customer satisfaction with a 27% rise in CSAT scores.

Trust iQor to elevate your customer engagement and risk management strategies!

Read our case study now.

https://go.iqor.com/WelcomeCallsBuildLoyaltyF

We are committed to supporting our team. 🫶

One of our employees recently faced a family emergency. After their spouse left without financial support and filed for divorce, they became the sole caregiver for their children. To prevent eviction and maintain stability for their family, they needed urgent assistance.

Thankfully, iQor Qares, our nonprofit organization, was able to step in and provide much needed relief for this iQorian. Share your support for your team around the world by tapping below and making a donation. ⬇️

https://go.iqor.com/iQorQaresFB

On this episode we feature Maribel De Leon Sr. Director Customer Integration Team at iQor. She explains how project managers partner with Operations, HR, Legal, IT and Sales to ensure the success of new customer program implementations. Tune in!

https://bit.ly/33efcny

On this episode we feature Howard Tiersky, Wall Street Journal best-selling author of Winning Digital Customers – The Antidote to Irrelevance. Howard explains that your customer is on a digital transformation journey and improving the customer experience is the most important thing any business can do to impact success. Tune in!

https://bit.ly/3IeubxV

From reconnecting with loved ones to creating new happy memories together. Best wishes to you and your family.

This episode features Tarn Shant, Senior Vice President Transformation and Governance. Tarn explains our approach to digital customer experience through technology while keeping the contact center agent at the center. Every decision we make considers the impact on the contact center agent. We ask how will this technology impact the agent? Tune in!

https://bit.ly/2YYBjwq

In this episode, we feature William Huggins, DBA, Vice President Operations, Country Lead, iQor Trinidad. William combines his work experience, his education and his passion for the local economy to fuel his purpose-driven leadership customer experience strategy at iQor Trinidad. Tune in!

https://bit.ly/3n1Wh6M

Today we honor our servicemen and servicewomen for their bravery and sacrifice. We are grateful to those we can still share a laugh with and to the empty seat at the kitchen table; you are in our hearts forever.

In this episode, we feature Loren Dennis, Senior Vice President of Operations at iQor in charge of special projects. One of Loren’s favorite projects he has spearheaded is iQor Qares. He explains how it allows iQor to provide financial assistance to iQorians in need. Tune in!

https://bit.ly/3qaJotj

We feature this episode, Chris West, a multi-award-winning copywriter and the author of the highly acclaimed book: Strong Language: The Fastest, Smartest, Cheapest Marketing Tool You’re Not Using. We discuss his book's key takeaways, including insights into how strong language can be deployed in customer service delivery. Tune in!

https://bit.ly/3bhaXII