Case Study

ClearSource delivers value to Home Warranty Leader

ClearSource focuses on first call resolution
Circumstance Faced

One of the largest Home Warranty Companies in the United States had a problem to solve – increasing demand was driving higher call volume to its Customer Care team. Cost containment was key so the company could invest in gaining market share in an increasingly crowded segment.

The company launched a small pilot program with ClearSource, a Utah-based Business Process Outsourcer. The goals were simple – to increase quality and reduce costs. Growth would only follow if ClearSource achieved both goals.

Actions Taken
  • Launched pilot program
  • Recruited to exact client standards
  • Focused on Quality
  • Positive agent coaching
  • Expanded based on client need
Operational Approach
  • Program grew from 5 agents to over 150 at peak
  • Increased productivity by 19%
  • Increased CSAT by 11%
  • Reduced agent attrition by 50%
  • Reduced absenteeism by 200%
  • Reduced total costs by $1.9 M
Go Forward

Collaboration fuels this partnership. There are daily operations huddles, calibrations twice per week, continual training and knowledge base updates, agent round tables and strategic business meetings to align future needs. More growth is expected in 2023 as the partnership expands to service additional brands held by the parent company.

ClearSource has been an amazing partner over the past 3+ years. Because of the exceptional customer experience their agents provide for our customers, we recently tripled the volume of customer service business we now send to them. We trust ClearSource to take great care of customers and their results continue to exceed our expectations. The passion and love for our product is demonstrated by the effort they put forth on a daily basis. Our partnership works because they truly care about our customers and their needs.

Sr. Manager, Home Warranty Customer Service Partner

Connect With Us

Let’s forge a partnership!

For a free consult with our Head of CX Design, fill out the form, call us at 385-508-4015 or email CXsuperhero@clearsourcebpo.com. For Human Resources, call 801-989-5550.