Driving Growth and Excellence - VXI's Impactful Partnership with a US Mobile Network Operator

With inexpensive fees and a simple user experience driving extraordinary growth, a US-based mobile virtual network operator chose VXI to provide high-quality business process outsourcing support at scale. VXI began delivering one line of business (LOB) with 27 agents in 2021 but now operates 20 LOBs supported by 800 agents.  

VXI’s instructional design team, AI-powered training simulator, and robust knowledge management system were invaluable as new services, suppliers, and LOBs were added. Keeping agents once they join is important in high-growth programs, and training is a boon for this telecommunications carrier.  

What You’ll Learn

• Quality service stems from a quality team: Offshore support provides quality, scale, and value.
• Agent training bolsters brands: L&D with a training simulator facilitates win-win achievements.
• Outsourcing is built on relationships: Understanding respective strategies and gaps allows for swift pivots.
• Scaling requires process excellence: By optimizing processes, brands can stay agile and competitive.