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by Fusion Contact Centers, LLC - March 25, 2013

Case Study- Providing Low Cost, U.S. Based Technical Support to Raise the Bar of a Growing Client’s Customer Service

Objective: Provide a low cost technical support solution for an emerging U.S. based company while maintaining operations within the United States

In the early months of 2006, a rapidly growing public company approached Fusion looking for a partner to provide a world-class technical support solution. The company was based in the Silicon Valley and, thus, experienced extremely high internal personnel costs common for that labor market. The organization was pursuing a two-fold strategy. The client approached Fusion to see if a solution existed to reduce internal personnel costs while maintaining technical support operations in the U.S. The company believed that a U.S. based technical support platform was paramount to its success during its growth phase in the consumer market.

Solution: Reduce technical support costs through a phased approach of outsourcing and unique personnel development practices

Rather than assume full control of the client’s technical support services, Fusion’s operations team suggested a phased transition. This measured approach gave Fusion the time to expand its operations into a labor market with substantially lower costs for the client while allowing sufficient time to ensure that the appropriate candidates could be located and retained. Fusion implemented its unique approach to personnel hiring and management in this new market. By using a behavioral based selection and training method, Fusion was able to more accurately locate the proper candidates for the job in a market that was not previously considered strong in technical support skills. Fusion developed decision-making processes that combined these hiring tools along with a smart-technology website and in-house training programs to locate and groom the proper technical support agents.

Results: Increased shareholder value for the client while maintaining a world-class technical support platform

By focusing on the client’s long-term needs rather than short term gains, Fusion was able to gradually assume the entire technical support base without any interruption in service levels. By the end of 2006, Fusion assumed all of the technical support functions for the company’s consumer market product line. Fusion was able to accomplish this during a year of unprecedented growth and call volume for the client. Fusion provided an alternative for the client that was lower in cost than its previous internal operations while maintaining a U.S. based presence. This combination ultimately returned value to the company’s shareholders not only in easily realized cost savings, but also in the form of customer satisfaction and retention. By the middle part of 2007, the client recognized so much value in Fusion’s performance that it began to outsource its business-to-business product support, a division of the company the client had originally intended to retain internally.