Supporting International Expansion and Rapid Growth for a Global Payments Company

Our growing financial services client provides an electronic alternative to traditional money transfers. In 2017, they tapped us to start providing contact center, back office, reconciliation, and technical assistance via 300+ agents in the Philippines.  

From California and Beijing, our digital company, Symbio, also delivers web application development, internationalization, and localization services. In this industry, interactions must be handled professionally, promptly, and accurately to avoid raising security and trust concerns. Our Training Simulator enables associates to acquire the hands-on experience that inspires confidence, CSAT, and minimal AHTs. 

What You’ll Learn

• Fix processes to support scale: Problems are amplified as you add vendors, agents, countries, etc.
• The CX needs localization: Market business rules, languages, and etiquette affect every call center aspect.
• Build brand trust with training: A training simulator enables new hires to build confidence before any call.
• Outsourcing to VXI is easy: Recruiting resources enables us to find qualified agents and to ramp quickly.