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The client's far-flung business was booming, rapid expansion brought with it rapid growth in customer contacts: over 25 million calls in 2004. Handling these calls were in-house agents and a single outsourcer. The lone outsourcer was handling 43% of the client's inbound calls. The client needed the risk-management value of additional locations as well as capacity to accommodate their volume of growth. Cost containment and business analytics were also important for managing the client's continued growth. These business needs resulted in a call for Telvista to assume a place on the client's outsourcing team. The client's goals for its partnership with Telvista were to accomplish these results: improved the outsourcing experience and reduced the cost.
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