Case Study: Elgia

Delivering a Superior Customer Experience.

Elgia, a leading business process outsourcing (BPO) company specializing exclusively in enhancing customer engagement, understands that serving people, as well as the products and services they use, is essential to delivering an exceptional customer experience.

This case study looks at how Elgia is able to provide superior on-brand experience support by leveraging a CallCopy solution:

  • Maintain agent efficiency by performing QM and training during periods of low call volume.
  • Creation of peer-to-peer QM program, increasing overall effectiveness.
  • Utilization of at-home agents during low volume periods.
  • Efficient re-branding and multi-tenancy.

"We've found that agents are very good at performing quality management… they have real-world experience on how to handle individual situations that someone else may not."

-Stacey Scott, CEO of Elgia, Inc.