Industry Group Cites Efforts in Strategic Partnerships
GlowTouch, LLC, a global Business Process Outsourcing (BPO) services provider based in Louisville, Kentucky, has been recognized for excellence in strategic partnerships by the International Association of Outsourcing Professionals. The Association made the announcement based on how GlowTouch helped a long-time client increase market share, per-customer revenue, and customer retention rates.
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Earlier this year, the IAOP named GlowTouch to the Global Outsourcing 100 as a Rising Star. An independent assessment of overall provider capabilities focused on its Top Customer References and top area of provided service in Customer Relationship Management. This latest recognition drills down to a more granular level and speaks to a vital aspect of the company’s business model as The Uncommon BPO™.
“We have worked to create a partnership model with our clients, one that values engagement and cultural alignment,” said Vidya Ravichandran, President and Founder of GlowTouch. “Several of our clients have been with us for 10-15 years, and some since our start nearly 20 years ago, and a big part of why is that we become immersed in their business goals and look for ways of helping achieve those.”
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In this partnership, the GlowTouch client achieved a 10-fold increase in per-contact sales, along with improvements in first-call resolution (FCR) and customer satisfaction (CSAT). A new training methodology was also introduced that focused on agents being able to pivot from support to sales, an approach that has been incorporated into other client programs. The sales initiative was ushered in using chat as a communications channel, which was invaluable for engaging customers in real-time conversations. This also allowed time to discover individual pain points so agents could provide relevant suggestions after addressing a customer’s need.
The Excellence in Strategic Partnerships initiative highlights achievement in collaboration, innovation, and outcomes. “True collaboration is an essential component of any successful partnership,” said Debi Hamill, IAOP CEO. “We see this every year in our Global Outsourcing 100 applicants that are contributing their success to strategic partnerships. For that, IAOP is thrilled to congratulate GlowTouch as a recipient of the 2021 Excellence in Strategic Partnerships Recognition.”
