Key takeaways for CX leaders:

  • Diversity pays dividends:

    Move beyond tracking spend to making spend count.

  • Scale onshore with MBEs:

    Where others struggled to achieve their fill rates, our Georgia centers thrived.

  • Overcome U.S. retention obstacles:

    Our socially driven business model lowers attrition and OpEx.

  • ESAT drives CSAT and ROI:

    Training has buoyed ESAT, leading to increased member satisfaction (10%).

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