Case Studies

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Case Study: Ramping Up Customer Service Operations

Dec 14 2017

Focus Services prides itself on its ability to adjust and pivot to the needs of any campaign and any task. With the client, Focus found itself in the need of a ramp-up process for customer service operations over a period of four months. This is how we did it. To read the whole Case of Study please fill out the... more

Case Study: Improving QA Numbers

Dec 14 2017

Quality Assurance (QA) is a very important metric when defining the high quality Focus Services demands of its call center agents. In this study, we examined the pertinent QA numbers for our campaign and the improvements attained after only a few months using Focus training practices and ClearView to set goals and analyze metrics. To read the whole Case of Study please fill out the... more

Case Study: Scaling With Outsourcing

Dec 14 2017

Focus Services prides itself in its ability to adjust and pivot to the needs of any campaign and any task. Focus found itself in the need of an intensive ramp-up procedure over a period of several months for the client. Through thorough training procedures, metric analysis for campaign needs, and analyzation of workforce practices, Focus was able to ramp up double full-time workforce hours per day in just 4 months. This is how we did it. To... more

Case Study: Increasing Gross Revenue Per Call

Dec 14 2017

Gross revenue per call (GRPC) and conversion rates are important metrics in maintaining a healthy call center campaign. Through dedication to agent training and workforce management, Focus Services was able to increase conversion of calls by 2%, revenue per call by 20%, and ramp up workforce numbers by 25% over a period of four months. This is how we did it. To read the whole Case of Study please fill out the... more

Case Study: Global Core Business Transformation through Globalization and Optimization

Oct 30 2017

Unify embarked on a mission to transform their entire business operation. This transformation included maintaining and growing market presence while moving from a traditional hardware solutions company to one of the communications industries leading SaaS organizations. While the project here was one of many efforts to complete this transformation, the primary objectives identified to define success for Global... more

Case Study #1: Gamification

Oct 15 2015

Founded in 1995, Focus Services has worked year after year building a high performing company with long-term client relationship. Developing relationships with clients requires a well-trained, effective work force with constant desire to improve.

There are many different aspects that hinder a company’s success, but one of the main deterrents is attrition. Attrition, by... more

Case Study #2: Battling Employee Turnover

Oct 15 2015

Introduction

Perhaps one of the biggest drains on any call center budget is the agent attrition rate. It is a problem that has plagued the industry for decades. Often the executive team will try to address this issue in vain, trying to improve areas that have little or no bearing on agent attrition. With so many failed attempts at solving attrition, the problem persists. Often high attrition rates begat more... more