Customer Success Champion. 0%

up 1 - 7 down
up down

Going Long:
Winning with

  • is the leading sports-first TV streaming service in the U.S, growing to over 100,000 paying subscribers.

  • broadcasts most of the NFL, MLB, NBA and NHL games, all major soccer leagues and a wide range of college and other sports.

  • ibex launched the program in June of 2018, right before the World Cup, with 40 FTEs.

Business Objectives for
ibex’s Program Team

  • Launch the operation in 4 weeks
    (from hiring till the ‘go-live’ phase).

  • Clear-out backlogs
    and met the required SLA.

  • Provide exceptional customer service in Email,
    Chat and Inbound Customer Support.

  • Maximize CSAT scores.

  • Maintain and Improve AHT along with Quality.

  • Maintain and Improve First Contact Resolution rate.

  • Ensure minimum level of absenteeism.

  • Achieve and exceed sales targets.

ibex’s Program-Specific

  • Product Knowledge: In-depth in-house training to ensure
    agents up to speed and calibrated to the latest updates.

  • Flexibility: Agents are trained on multiple queues
    (Ticket, Chat, and Voice) and are transitioned between
    them as necessary.

  • Above and Beyond: ibex has provided extra hours of
    service to cater to unexpected increases in Chat and
    Email contact flow.

  • Partnership: ibex has provided feedback and consultation
    relevant to existing SOPs in order to increase the overall
    program efficiency.

Program Success
with ibex

  • ibex PK successfully launched the program.

  • The ibex team contributed to a significantly improved
    CSAT, along with managing the wide variations and
    fluctuations in the flow of contacts.

  • Having exceeded the Client’s initial expectations, they
    also started routing voice customers to us as well.

  • We are also launching an inbound sales queue for the
    Client to not only service the existing/potential
    customers but also to handle the upsell.

  • According to the Client, our response time from hiring, to
    training, to making th e agents go-live, is commendable. As a
    result, we have also started the voice business.

  • The success of the sales program out of PK has
    convinced to also start upselling through our PK
    site – widening the scope of the program significantly.

Don’t feed the bears.
Get bullish with Velocity.

Add More.
Keep More.

With Brain and Adcast, we target the right customer, at the right time, for the right product & service, strategically placing ads across Google, Bing, yahoo, Facebook, Instagram and more, driving clicks and leads to intuitive landing pages and world-class contact centers.

Create & Motivate
Valuable Brand Assets

After each click, our SEO-powered landing pages and award-winning sales agents engage, convert, and upsell for enhanced revenue generation and customer growth.

Cut Costs.

With a sophisticated advertising game-plan in place, we run continuous and ever-optimizing ad campaigns across all channels to drive new and valuable lines of business for maximum revenue growth.

Need speed at scale?
Let's talk.

For an in-depth look at how we can help you scale your brand and reduce risk, contact us today.

Think Fast