The client sought to strengthen revenue opportunities within their existing customer base while lowering the overall cost of sales compared to onshore operations. Although the program had a steady flow of interactions, not every call was translating into measurable outcomes. Conversion rates indicated there was room to improve both efficiency and the effectiveness of connected conversations. To capture these opportunities, the client needed a partner who could combine stronger talent selection, clearer daily accountability, and consistent coaching ensuring every customer interaction created more value while operating at a lower cost than their onshore team.