Launching a new product is no small undertaking, even under normal circumstances. So, imagine doing it during a global pandemic.
This multinational media and entertainment group continued the growth of its subscription on-demand streaming services worldwide. With high expectations for expanding their customer base to Western Europe and Latin America, and with less than nine weeks for the full deployment of complex pre-sales and customer service solutions, time was critical.
However, staffing during a global crisis was not easy. The service required a blended shoring model (onshore, nearshore, and virtual) and multilingual agents to deliver support in Spanish, Portuguese, Italian, French, and German while operating across many channels like phone, email, chat, or social media.
Experience, process with a can-do attitude, and commitment have successfully delivered our client’s vision on time and with higher quality standards.
This robust and effective model:
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