Case Studies: Quality Solutions

FuturePerfect's quality is in the results we're able to generate for our clients. Through improving performance, increasing efficiency and/or saving costs, we've been able to make real differences to our clients' businesses as the following case studies show.

End-to-end

Case Study 1: Improving assessment to improve performance

A large outsourced company found a significant correlation between agent BUPLAS scores and their metric-assessed performance on calls. By assessing for the right skills, this company was able to recruit the right people and measurably improve performance.

Case Study 2: End-to-end solutions raise CSATs 10%

In a long-term partnership with one center, FuturePerfect implemented BUPLAS as the end-to-end communication assessment measure, revamped their training materials and upskilled their coaches and trainers to make this center at the forefront of it's field. The result: a 10% point increase in CSATs.

Recruitment

Case Study 3: BUPLAS cuts costs and improves quality

After taking on BUPLAS as their recruitment communication assessment, one contact center more than doubled their hire rate. This created significant cost savings by reducing the number of applicants needing to be sourced and processed. Furthermore, new-hire quality improved in that center suggesting the previous assessment was excluding a lot of top agents.

Training

Case Study 4: High, reliable near-hire rates

In a long-term partnership with one center, FuturePerfect averaged an 85% success rate in coverting their failed applicants in hired agents with our near-hire training program. By analyzing their recruitment assessment and developing customized near-hire materials, we were able to regularly achieve excellent results. The real benefit is that the client had a reliable source of hires each month to meet their ramps and could afford to source lower quality applicants in a shrinking talent pool.

Coaching, QA & Operations

Case Study 5:

Coming soon