Our team has partnered with MIT researchers to transform how we evaluate and acquire talent, leveraging their cutting-edge AI forecasting techniques to predict candidate performance across key metrics that drive ROI for our clients.
We prioritize employee engagement, training, and development, to ensure that our agents are motivated, skilled, and empowered to provide exceptional customer service. We also foster a culture of innovation, collaboration, and accountability, where everyone is encouraged to share ideas, provide feedback, and take ownership of their work.
From a single LOB exploring nearshore outsourcing services to 7 Tier LOB’s including Medical Malpractice Nurses, Personal Injury, and Mass Tort, which require complex negotiation and emotional support, with a significant overachievement of +95% QA.
- We would not be able to be where we are, and for the great support he provides, we do feel the difference when Jose (Operations Manager at XtendOps) is in & out, Jose is so quick to respond. He is always the fastest to get back to us, and when it comes to internal programs Jose has great initiative and ensures everything is taken care of!Ashley HidalgoDirector of Customer Care
- XtendOps has set the new standard of how a BPO site should perform for 2 main reasons: They exceeded our customer satisfaction target by ensuring that from day one, every customer received the best experience possible. They exemplify what it truly means to be a partner. We have always had open and honest communication with their team, allowing us to work quickly and efficiently through any challenges that come our way.Adam McCreeryDirector of Customer Care
- With the partnership, XtendOps has consistently exceeded our CSAT targets, expanded to 24/7 hours of operation and improved service levels, all while reducing cost per box. Our customers are as happy, if not happier, and it’s an all-around better and more convenient experience.Katherine DobbsCustomer Success Specialist
- Our experience with XtendOps has proven that their focus on people first followed by process and technology equates to exceptional strength in our partnership. From day one their talent acquisition team nailed the hiring profile with a pass rate of 80% (up from 20% with other partners). We've been highly impressed with their scheduling and operational flexibility along with their focus on employee satisfaction.Tim GarnettVP of Customer Care
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