Driving Greater Value
Through Operational Efficiency
Summary
A leading U.S. powersports finance provider partnered with KM² Solutions to reduce operating costs while maintaining established service levels, quality, and the strong customer loyalty associated with its brand.
Through targeted training, performance incentives, and ongoing coaching, KM² reduced Average Handle Time (AHT) by 27 seconds while continuing to exceed quality goals and established service levels.
Across a 60-agent program, these improvements resulted in approximately 7,000 fewer servicing hours and more than $114,000 in cost savings.
The Challenge
The client supports a highly recognizable powersports brand with a deeply loyal customer base. The objective was to reduce the overall cost of servicing customers while maintaining established service levels, quality, and the experience associated with the brand.
Key priorities included:
- Reducing the overall cost to serve
- Improving operational efficiency
- Maintaining quality and service levels
- Protecting the client’s brand experience
- Ensuring representatives understood the client’s culture and customer expectations
The Solution
KM² developed an operating approach focused on improving efficiency while maintaining close alignment with the client’s brand and service expectations.
The approach included:
- Building a thorough knowledge base around the client’s products, processes, and culture
- Training representatives to deliver service consistent with brand expectations
- Introducing incentives aligned with performance and service objectives
- Implementing ongoing coaching to reinforce client methodology
- Continuously monitoring performance, quality, and service levels
This enabled KM² to improve productivity while preserving the qualities most important to the client and its customers.
The Results
The program delivered measurable cost savings without sacrificing service quality.
Key Results:
- 27-second reduction in Average Handle Time
- Approximately 7,000 fewer servicing hours
- More than $114,000 in cost savings
- Consistently exceeded quality goals and established service levels
By reducing AHT, KM² enabled the client to service its customers with significantly fewer operating hours, translating improved efficiency directly into financial value.
Why It Matters
The true cost of an operation is determined by more than the hourly rate. Productivity, training, quality, process efficiency, and the number of hours required to perform the work all influence the overall cost of delivery.
In this case, KM² reduced total cost by improving the underlying operation while maintaining the service quality and brand experience customers expected.
When evaluating outsourcing economics, the question is not simply what the hourly rate is, but what that rate ultimately delivers.
About KM² Solutions
KM² Solutions is an award-winning BPO with over two decades of experience operating an exclusively nearshore strategy throughout the Caribbean and Latin America. The company provides clients with a host of outsourcing solutions, including customer care, receivables management, technical support, sales & marketing, data analytics, and back-office processing. KM² Solutions maintains PCI DSS compliance, completes an annual SOC 2 audit, and has a Compliance Management System that aligns with the FDIC.
