Financial Services Outsourcing Case Study

A financial services company partnered with AtPoint Group in Jamaica to address high call center turnover and seasonal changes in call volume. The nearshore customer service outsourcing engagement helped the company retain experienced agents, manage peak demand, and improve customer satisfaction while reducing recruitment and training costs.

The Challenge: Agent Turnover and Seasonal Call Volume

The company’s U.S.-based call center experienced high agent turnover. Frequent departures disrupted daily operations and increased the cost of training replacement staff.

Seasonal changes in customer demand added another staffing challenge. Sudden increases in call volume required the company to adjust its workforce while maintaining service quality. Together, these pressures affected the consistency of customer service.

AtPoint’s Approach to Nearshore Customer Service

The company expanded its call center operations through AtPoint’s team in Jamaica. The engagement focused on retaining experienced representatives and adjusting staffing to match customer demand.

Retaining Experienced Agents

The nearshore operation gave the company access to a workforce with lower attrition. Retaining experienced agents helped maintain continuity and reduced the recurring work of recruiting and training replacements.

Adjusting Staffing During Peak Periods

AtPoint used employee reallocation and contract work to respond to seasonal call volume. This approach provided staffing flexibility during busy periods and helped the team keep pace with customer inquiries.

Providing Consistent Customer Support

Experienced agents and consistent response times supported the company’s customer experience. The nearshore team helped address the service disruptions associated with turnover and fluctuating demand.

Results: Better Retention and More Consistent Service

The engagement delivered improvements across staffing, costs, and customer service:

• Lower agent attrition: Agent retention improved, reducing recruitment and training costs.
• More effective seasonal staffing: The company met changes in customer demand while maintaining service quality and efficiency.
• Higher customer satisfaction: Positive customer feedback, improved call resolution rates, and higher customer retention supported the reported improvement.

The nearshore model helped the company manage a recurring operational problem: maintaining an experienced customer service team as staffing needs changed throughout the year.

Discuss Your Financial Services Outsourcing Needs

AtPoint supports financial services companies with nearshore customer service operations. Contact the team to discuss agent staffing, seasonal call volume, and customer support needs.

Email AtPoint or call 281-579-4485 today.

Client identity withheld. Results supplied by AtPoint Group.