IQOR

11/22/2024

When a top-ranked U.S. home warranty company needed to enhance customer retention and elevate the overall experience, they turned to iQor for outsourced payment services.

Using our proprietary analytics platform, VALDI, we analyzed omnichannel interactions to identify key areas for improvement. This empowered our team to tailor training and coaching, ensuring agents delivered exceptional support—especially during peak seasons.

We'll let the results speak for themselves:

🚀 30x boost in customer retention/save rate
📞 12% increase in calls per hour (CPH) goal for 2022
⭐ 6.8% improvement in agent five-star survey scores

With iQor, performance is always personal. 💪 Tap below to contact our team and see how we can improve your CX! ⬇️

https://www.iqor.com/customer-care/warranty-management/

11/21/2024

For today’s , we’re highlighting Jaymee Marquez, who embodies one of our iQorian Values, the Need to Give Back.

On ep. 64, Jaymee shares how she regularly develops employee engagement programs and activities, such as charity events in the local community. She and her team have volunteered at an orphanage for girls, invited local children to play holiday games at the office, and invested their own time and money to host a food program.

Tap the link below to explore how Jaymee elevates employee engagement through rewarding experiences and meaningful volunteer work.

https://go.iqor.com/EP64F

If you’d like to make a difference in the lives of iQorians and their local communities, we invite you to donate to iQor Qares, iQor’s 501(c)(3) nonprofit charitable organization that supports our employees around the world in need of financial assistance due to life-altering or catastrophic events: https://go.iqor.com/iQorQaresFB.

Learn activities that boost employee engagement, performance, and the customer experience. Featuring Jaymee Marquez, director of operations at iQor Iloilo.

11/20/2024

Exciting News! iQor is expanding our global footprint with a new 65,000-square-foot campus in Noida, India! 🌏

This state-of-the-art facility, located in the dynamic Embassy Galaxy Business Park, will support 1,500 in-office and remote employees as we continue to deliver innovative digital customer experience (CX) solutions to our enterprise clients worldwide.

Why Noida?
✅ Access to a 30M+ talent pool
✅ High-tech innovation and sustainability
✅ A bilingual, digitally skilled workforce
✅ Robust infrastructure for seamless operations

Our investment in Noida reflects iQor’s commitment to growth, operational excellence, and creating a supportive environment for our employees.

Hear from our leadership:
💬 Our new Noida campus reinforces our focus on delivering forward-thinking solutions that fuel business growth and elevate the customer experience. – Maneet Sehgal, iQor India Country Lead
💬 This strategic expansion strengthens our ability to serve clients and highlights our commitment to geodiversity and innovation. – Chris Crowley, iQor President and CEO

[Press Release] Strategic growth enhances digital CX solutions for enterprise clients

11/19/2024

Turn cancellations into retention wins! 🔄🎉

A home warranty provider facing 15,000 cancellations per week with a 0% save rate needed a game-changer. Enter iQor’s proprietary speech analytics platform, which increased rebuttal rates from 18% to over 90% in just four weeks, leading to a 5x increase in success rate and substantial revenue retention. 💰

Read our case study to discover how this partnership transformed a cancellation crisis into a retention success story: https://go.iqor.com/QuestToSaveThemAllF.

[Case Study] Discover how iQor’s speech analytics prevented thousands of contract cancellations and increased revenue for a subscription services client.

11/18/2024

When life throws unexpected challenges, we're here to support each other. 🤝🏼

One of our iQorians was on medical leave and faced financial difficulties due to a hospital bill after insurance. We understand that financial stress can make tough times even harder.

We are thrilled to share that our nonprofit organization, iQor Qares, was able to step in and offer them much-needed support so they could focus on what matters most—healing and recovery. ❤️🩹

Together, we make a difference. Tap below to learn how you can help our mission!

https://go.iqor.com/iQorQaresFB

11/14/2024

Master retail CX all year long with strategic BPO outsourcing! 🛍️

Retail success is about more than peak seasons—it’s about delivering exceptional customer experiences every day of the year. 🌟 Discover how a strategic BPO partnership can optimize operations, streamline recruitment with AI, and drive customer satisfaction through omnichannel support.

Learn from iQor’s CX experts as they share best practices for mastering retail CX: https://go.iqor.com/MasteringRetailF.

[Webinar Roundup] A partnership with a BPO can deliver exceptional retail CX year-round through operational excellence.

11/14/2024

🌴 Discover how iQor is shaping the future of CX in Trinidad and Tobago!

With a focus on innovation, strategic growth, and a commitment to excellence, iQor's Trinidad operations have become a beacon for nearshore BPO success. Learn how our Symphony [AI]™ ecosystem and data-driven insights empower our teams to deliver exceptional customer experiences, optimize performance, and drive significant business impact across industries.

From boosting customer retention to saving millions in operational costs, our results speak for themselves. 📈

Explore the blog to see why Trinidad is key to iQor's nearshore advantage. ⬇️

[Blog] Discover how iQor’s innovative nearshore operations in Trinidad drive exceptional CX, leveraging AI and local talent for industry-leading results.

11/12/2024

Here's to 19 years of creating smiles for one of our BFSI clients! 😁

We have proudly partnered with a leading credit card company for nearly two decades, delivering cutting-edge solutions that elevate CX. Our Philippines team has supported their business with:

👉 Strategic planning
👉 Digital transformation
👉 Customer care
👉 Voice to IVR option for cell phone callers
👉 SMS chat to alleviate wait times
👉 Quality Assurance as a Service

During our collaboration, we've achieved incredible results, such as:

📈 10% CSAT increase with digital self-service
✅ 100% QA scores in non-voice

We can't wait to see what the future brings for this innovative and successful partnership!

Let's work together to create results like this. Tap below to contact us. ⬇️

https://go.iqor.com/CreditCardsF

11/11/2024

📣 Exciting News! iQor is pleased to welcome Lloyd Cochran as our new Chief Financial Officer. Lloyd joins us with a wealth of experience in financial leadership, having driven value creation and strategic growth across global organizations. His expertise aligns with our goals of strengthening financial resilience and pursuing new growth opportunities.

Join us in welcoming Lloyd to iQor as we continue to build on our legacy of excellence and innovation, elevating the customer experience to new heights.

Welcome, Lloyd! We're excited for the journey ahead. 🚀

[Press Release] Cochran to strengthen financial resilience and champion strategic growth

11/11/2024

This Veterans Day, we express our heartfelt gratitude to all the individuals who have served. Your unwavering dedication inspires us all.

We salute you! 🫡 🇺🇸

11/07/2024

Multinational retailer partners with iQor to drive success in delivery operations! 🚚 🛍️

In an industry where customer satisfaction and swift delivery are key, iQor supports a leading retailer's surging driver delivery demand. From clearing a 42K email backlog to achieving over 90% CSAT in voice support, iQor's expertise in workforce management and digital transformation has set a new standard in driver delivery excellence.

🌟 Highlights include:
✅ Doubling service level agreement (SLA) targets.
✅ 50% increase in CSAT for voice and email support.
✅ Seamless nearshore staffing from Colombia for bilingual talent.

Learn how we're helping this retail giant scale and exceed expectations: https://go.iqor.com/DriverDeliveryF.

[Case Study] iQor supports retailer's driver delivery program with top talent, agile operations, and service quality that achieve staffing requirements.

11/05/2024

Since 2015, iQor's presence in Trinidad & Tobago has expanded to three modern CX solution centers, delivering cost-effective, high-quality customer service! 🇹🇹

With close proximity to the U.S., a highly educated workforce, and cultural alignment, we provide seamless, personalized support for leading brands across all communication channels.

As global demand for customer service solutions grows, Trinidad continues to rise as a premier nearshore outsourcing destination.

Tap below to see how outsourcing can benefit your bottom line! ⬇️

https://go.iqor.com/TrinidadAndTobagoF

11/04/2024

Hurricane Beryl left a path of devastation that many in our community are still navigating. Among them, an iQorian found themselves needing to relocate, facing unexpected financial hardships in the aftermath of the storm. 📦

iQor Qares stepped in, offering support to help this employee get back on their feet. From providing financial assistance to being a compassionate shoulder to lean on, iQor Qares is committed to being there for our community when it matters most.

Together, we rebuild, support, and uplift. ❤️

https://go.iqor.com/iQorQaresFB

11/01/2024

At iQor Qares, we’ve seen the strength of our community come together when it’s needed most. 💪

Recently, one of our team members was hospitalized twice and underwent an appendectomy. With a lengthy medical leave and no income during this period, they reached out to us for financial assistance. With our support, we’re proud to have been there during their recovery journey, ensuring they didn’t face this challenge alone.

Join our mission to help our iQorians around the world! 🌎

https://go.iqor.com/iQorQaresFB

10/30/2024

iQor is elevating CX through AI-driven training! 🌟🤖

Discover how iQor's Symphony [AI]™ ecosystem, in partnership with Second Nature, is transforming customer experiences. Our AI-powered training simulations help agents reach full proficiency faster, enhancing readiness and improving key metrics like first-call resolution and NPS. From rapid ramps to long-term solutions, our scalable platform ensures agents deliver exceptional service from Day One. 😊

Check out the full press release to see how we're boosting customer satisfaction and agent performance with innovative AI training.

[Press Release] AI technology accelerates agent proficiency and enhances customer satisfaction

10/25/2024

📣 Exciting News! iQor Qares is proud to welcome Richard Eychner, iQor's Chief Culture Officer, as our new Chair! 🎉

A special thank you to Martin Lehtio for his incredible leadership in founding iQor Qares in 2020 and expanding its reach to support over 1,000 employees worldwide. Under Marty’s guidance, iQor Qares has become a lifeline for employees, their families, and communities facing life-altering events.

We look forward to continuing this mission with Richard at the helm. 🌍💙

https://go.iqor.com/iQorQaresRichardEychnerF

Learn more or donate at https://go.iqor.com/iQorQaresFB.

[Press Release] Richard Eychner assumes role as chair, propelling the next phase of support for iQor employees and communities worldwide

10/25/2024

In today’s competitive market, exceeding customer expectations is key to success! 🤩

At iQor, we transform your subscription services into a growth powerhouse. Take a look at how our services ensure irresistible customer experiences that build brand loyalty:

📞 Welcome Calls
Personalize onboarding to make every new subscriber feel valued from the first call. A strong foundation ensures customers grasp the value of their subscription.

🛍️ Upsell and Cross-Sell
Maximize value by enhancing the customer experience with relevant offers. Learn data-driven strategies to identify perfect moments for product or service enhancements.

🤝 Customer Retention
Drive loyalty and minimize churn through regular, meaningful engagement. Prioritize feedback and resolution to anticipate needs and develop a loyal customer base.

Are you ready to take your CX to new heights? Tap below to learn more. ⬇️

https://go.iqor.com/SubscriptionServicesF

10/24/2024

We’re excited to announce that iQor will be taking the stage at Customer Contact Week Nashville 2024! 🎤📈 Join us for our Think Tank session, “Optimizing High-Volume Recruiting With AI: How 1-800-Flowers and iQor Partner to Transform the Seasonal Ramp Challenge,” on Thursday, October 24th, at 10:45 AM CDT.

In this session, iQor Senior Vice President of AI, Data Science, and iQor Labs Joe Przybylowski and 1-800-Flowers, Inc., Vice President of Customer Care Operations Cosimo Trapani will share how our Symphony [AI]™ ecosystem is transforming high-volume seasonal hiring through AI-driven recruiting solutions.

From automating the screening process to bias-free hiring decisions, learn how iQor’s innovative AI technology accelerates recruiting for top-tier candidates. 💡🤖

Book time with our team to learn more about leveraging AI for smarter hiring.

Mark your calendar to meet iQor at CCW Nashville, October 23-25, 2024.