Client Overview
CSI provides outsourced call center support for banks, ensuring high-quality customer interactions. To enhance efficiency and performance tracking, they transitioned to LinkLive’s all-in-one communication platform.
The Challenge
Before adopting LinkLive, CSI relied on an incumbent provider that limited administrative control, restricted access to in-depth metrics, and made it difficult to manage multiple programs effectively. “Without real insights and control, maintaining service excellence was a challenge. We needed a solution that put us in charge,” said Kimmee Garcia, Digital Customer Support Manager.
LinkLive Resolution
By switching to LinkLive, CSI centralized voice, chat, and digital support into a single platform, allowing for better call handling, improved agent accountability, and enhanced quality assurance. Real-time dashboards, call recording, and customizable workflows gave CSI full control over operations, reducing inefficiencies.
Result
Faster Call Handling
Agents resolved customer inquiries more quickly with streamlined workflows.
Reduced Costs
Smarter staffing strategies cut operational costs by 50–70% during light call periods.
Improved Performance
Managers gained full visibility into missed calls and agent activity, enhancing service quality.