Nearshore BPO & Customer Service solutions

Catering Case

Through our data collection and in-depth analysis, we identified opportunities to boost growth of our U.S. fast food client’s sales.

We detected the opportunity to cater to big ticket clients and hence the catering unit was created. This unit became an official division of their company, currently representing 5% of total sales.

Furthermore, we remained committed to long-term success. When sales growth stagnated in the post-pandemic era, we persisted in driving the division’s growth. We launched a short-term outbound calling program to target potential catering clients, reinforced by a robust sales training program for our agents. This effort ensured that the division not only remained relevant, but also continued to grow, reflecting our focus on generating long term results.

Peak Hours Case

This example showcases our ability to adapt and serve customers with highly variable weekly demand fluctuations — a task that few contact centers can successfully take on.

Our client’s traffic increases dramatically during specific time slots on weekends. The increase is high: at certain periods, it can be up to seven times higher than the weekday base. This type of demand requires not only flexibility, but also an advanced level of planning, coordination and execution.

At 14 Degrees, we don’t just take on these challenges, we turn them into opportunities to excel. Our experience, systems and solution-focus enable us to respond in an agile and efficient manner, ensuring that end customers receive the best service, even in the most pressured times. On weekends, we scale our team to more than six times the weekday headcount while keeping KPIs on target, ensuring top-tier service from the management level up.

We are leaders in offering customized solutions for this type of client, because at 14 Degrees, flexibility is our essence.

Special Reporting Case

With this case, we demonstrate our personalized support approach for a client with specific temporary analysis needs.

When our client began to expand its operations in the United States, we supported it with a detailed analysis of the service level in each new location.

Over a pre-arranged three-month period, we submitted location-specific reports assessing customer service performance at each location. These reports not only measured the level of service provided, but also identified areas for improvement. Using this analysis, we worked together to correct flaws and raise service quality to meet established standards, achieving excellent customer service results in a shorter time.

This case shows how our strategic solutions not only adapt to the client’s needs, but also directly contribute to their success and sustainable growth.