Transforming an International Employee Assistance Program

Veracity identified opportunities to leverage lower cost call centers around the globe, strategically distributing the workload to drive higher volume and optimize costs. This approach allowed the client to maintain high-quality service while achieving cost competitiveness. Additionally, we supported the redesign of the network delivery model, aligning it with the objectives of the international growth strategy. The enhanced network delivery model provided greater accessibility and flexibility for customers, increasing their overall satisfaction.

Through these transformative initiatives, Veracity successfully improved the broader value story for customers. The standardized processes, streamlined operations and optimized cost structure resulted in an enhanced customer experience. Customers benefitted from increased accessibility, faster response times and consistent service quality across geographies. Moreover, the implementation of quality metrics and reporting allowed the client to monitor performance, identify areas for improvement and ensure customer satisfaction.

Veracity’s efforts aligned with the client’s objective of international growth. By establishing a cost competitive, global service delivery capability, we enabled the client to expand their reach and adapt to changing market dynamics. The streamlined operations and optimized cost structure positioned the client as a market leader, capable of delivering high-quality EAP services to a global audience.