Case Studies

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Leading Provider of Value-Added Solutions to Many of the World's Largest Wireless Carriers

A leading provider of value-added solutions to many of the world's largest wireless carriers, operates call centers throughout North America. The company was looking to make significant improvements to the productivity of its call center agents and overall operations. The company was also looking to reconcile inconsistent data provided by different systems and to improve management visibility and control of its operations.

Upon roll-out of the Merced Performance Suite, this solution provider witnessed a 5% boost in agent-level productivity. Within 3 months, agent-level productivity had improved by 9.8% from its baseline levels. The operation attributed this improvement to greater management control and an improved culture of accountability fostered by timely and accessible performance data.