Customer & Partner Support BPO
Finance
AFTRA, due to demand from their customers and participants over the years, developed a Portal to manage funds, plans, and other account information for their customers to self-serve information. To prepare for the launch, and ongoing usage of the portal, they needed to outsource the anticipated support that would arise from this new platform via phone, email, and chat for over 300,000 participants.
Affirma built a team of Customer Support Reps and helped Aftra develop the Customer Support operation from the ground up. This included developing support playbooks, platform (Zendesk) stabilization, and reporting mechanisms leading up to a “Go Live” date where the Affirma team would begin fielding calls, emails, and chats to support Aftra participants.
Contact our team to see how we can help bring your initiatives to life.
