Back Office Support

Let Velocitii focus on your business tasks, so you can focus on your business goals.

Build organizational bandwidth, boost efficiency, and increase corporate profitability by outsourcing routine repetitive administrative tasks to a highly skilled and dedicated team.

  • Data collection & Entry
  • Claims processing
  • Benefit Processing
  • Payments/statement processing/adjustments
  • Order fulfillment
  • Accounts payable and receivable
  • Transaction processing

Our Services in Action

Launching an Entirely New Customer Service Team

96 %

Service Level

Client:

A fast-growing retail convenience store chain based in the United States.

Initial Business Challenge:

  • 45-day window to launch new CS team​
  • No internal CS experience​
  • Customer experience was not a priority previously​
  • No training process or documentation​
  • New technology solution required​
  • No escalation process​
  • Lack of proactive monitoring of website inquiries​
  • Loyalty program change required (one-time transfer incomplete)

Solution:

Technology Implemented

  • Telephony
  • Ticketing
  • Email
  • Loyalty Cards
  • Client Supplied System
  • Cleaned and consolidated location database
  • Hired skilled Customer Service reps
  • Created and documented training
  • Built escalation process focused on customer experience
  • Led client through entire process
  • Launched on time
  • Assumed responsibility for credit/debit transaction escalations

Customer Experience Enhancements:

  • Designed, managed and executed all KPIs focused on improved customer experience
  • ABR < 5%
  • Service Level = 96% in 20 seconds
  • ASA < 15 sec
  • Website inquiries responded to within 24 hours
  • Drastically improved first call resolution

Ask an Expert

Leverage the Velocitii team’s vast knowledge and experience to grow your company. Talk to one of our Outsourcing Consultants today to learn more.

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