New milestone unlocked: Four hundred remote agents.
From outbound sales professionals, to inbound order takers and customer support agents, HelpGrid’s distributed workforce is our client’s “secret weapon”.
HelpGrid marks its 3rd year of 20% year over year growth, during which HelpGrid generated more than $100M for clients.
While most BPOs are seen as cost-centers, HelpGrid turns customer interactions into a profit-center for our clients. Customers who abandon a checkout page are contacted within minutes with assistance to place the order over the phone. Customers who buy a product, are offered upsell and crosssell related products. And customers who reach out asking for a refund, are first offered alternative options, such as credit and/or a replacement product.
To handle the scaling effort, HelpGrid turned to technology and developed a revolutionary Automated Lead Assignment System (ALAS). The ALAS system gives HelpGrid a big competitive advantage, routing incoming calls and tickets, to the most qualified agent, based on a scoring algorithm that is updated in real-time.
ALAS system is driving a 16% increase in revenue per call and improved efficiencies, all directly translating into more revenues for HelpGrid’s clients.
Marrying technology with a global workforce, delivering unparalleled results to our clients
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