CASE STUDY: Legal Campaign

CASE STUDY: Legal Campaign

Case Study

Legal Campaign

Our Client

Based in the United States, our client is a legal firm consisting of mainly senior lawyers that specialise in matters that appear in court.

The

Approach

Most court cases require the indexing of medical records, preparation of hearing reviews, hearing sheets and medical follow up calls to present to the court and judge. In many cases, the legal team is presented with hundreds of pages of legal documents to work through in order to find the pieces of information most relevant to the case.

To process the information, get all the information needed for each case, as well as make important decisions on how to win the case in court, our client required a partner that can assist with the major administrative work and decision-making.

Our team of junior lawyers work closely with the senior lawyers in the decision-making process and, with the collaboration, the senior lawyers are able to spend more time focused on the revenue generation and the time needed in court.

Our Solution

Outsource Global appointed a team of qualified Nigerian lawyers as legal associates to our client’s team of senior lawyers.  Our team of associates are in charge of obtaining client records, assessing eligibility, indexing the most relevant information, making follow up calls to ascertain authenticity of records where necessary, preparing the hearing sheets and ensuring that the team in the US have all the adequate records for the court hearing.

We not only undertake the administrative tasks, but assist with all the preparations leading up to the court hearing and suggested approaches.

Further to this, our associates sift through legal documents presented to extract the information most appropriate to winning each case.  They then prepare memos that are used by our client in court.

By outsourcing most of the administrative aspects, as well as the employment and management of the team of associates, our client’s team of senior lawyers could focus their attention on revenue generating activities.

Campaign Successes

On outset, our client required 3 junior lawyers to assist their team. They have since grown this team to 70 lawyers based in Nigeria, doubling the number of seats in the last year.

Our solution has enabled our client to save the costs previously intended for employment and payment of salaries and benefits to in-house attorneys and paralegals. Our client further benefits from the convenience of having a skilled, vetted and well-trained team at the onset.

Our junior lawyers have enabled faster case turnaround times, making it possible for our client to handle an increased number of cases consistently.

By doing all the “heavy-lifting”, we have been able to consistently achieve quality, reliable deliverables.

The entire team at Outsource Global is focused on our clients’ success. With this as our core value and principle, we do ongoing strategic gap analyses with our clients to establish ways in which we can help our client partners’ businesses grow, while reducing their operational costs, and increasing workforce productivity. 

CASE STUDY: Customer service

CASE STUDY: Customer service

Case Study

Customer Service

Our Client

A US based Social Advocacy Company that assists customers who are seeking social security benefits.

The

Approach

Based in North America, our client receives thousands of calls daily from customers seeking social security benefits from the US government due to injury or disability. 

To grow the business whilst keeping their core focus in-house, the solution was to look at an outsourcing partner in the client services department.

Our Solution

For them to scale their operations and have the ability to grow the number of queries they can handle per day, we hand-picked and allocated a dedicated team of agents to the campaign. 

Our first approach was to upskill each of these agents to fully understand the US government legislation around social security benefits and how people with disabilities are affected. Secondly, we trained them on the company’s stringent processes, from applications through to the processing of information.

When incoming calls are routed from the US to our team, our agents are able to resolve queries ranging from in-depth customer file updates to short updates on application statuses.

Campaign Successes

On outset, we dedicated a team of 5 agents to the campaign.  The growing number of calls, together with the success of the campaign, the expansion of our client’s company and the service each customer received, meant that the number of agents on the team grew to 183 seats in just two and a half years.

In 2020 the team collectively handled approximately 3,500 calls per day.

The infrastructure, training and management of the client services division is based entirely in our call center in Nigeria.

And because our entire management team, together with each of our agents, are actively involved in the success of our client’s business development, we continually look for ways to grow our knowledge, grow our team and optimize each aspect of the service our client, and effectively their customers, receive.

CASE STUDY: AI as a Service

CASE STUDY: AI as a Service

Case Study

AI as a service

Our Client

A US based Technology Company that is developing an Artificial Intelligence-driven Speech Recognition tool.

The

Approach

The development of speech recognition tools requires the recording of, and accurate transcription of hundreds of hours of voice recordings to build reliable language libraries. This needs to be done in multiple languages.

Because the recording and subsequent transcription of hundreds, if not thousands of hours of recordings take a lot of time and needs a good team of linguistically-skilled people to accurately perform, the solution for our client was to look at partnering with a company that could source the right people with the right linguistic aptitudes, as well as manage the team effectively.

Our Solution

For our client to build an accurate speech recognition tool using Artificial Intelligence, large amounts of audio data needed to be captured and transcribed in various languages.

This requires not only the transcription of existing recordings, but also the recording of customised conversations in various languages across a wide range of topics.

We are able to tap in to our pool of partners skills sets, to accurately deliver on thousands of hours of audio recordings and transcriptions. We are able to deliver on our client’s needs, in the form of looking for reliable partners and also managing them, according to set KPI’s.

Campaign Successes

We successfully created a number of jobs within Nigeria, while reducing the capital outlay and operational costs for our client. Our agents worked, and continue to work efficiently and thoroughly to assist our client in establishing powerful, multi-language speech recognition software.  This is made possible through the recording of, and accurate transcription of audio recordings.

With our dedication to quality, our contribution will enable our client to increase the amount of data collected so as to extract valuable information in order to boost productivity in organizations through automation.

This campaign will play a huge role in perfecting Artificial Intelligence-driven speech recognition tools, and the client will be able to create an adaptive and intuitive tool that does not require human involvement.

Because our focus has always been on ensuring our clients’ success, we continuously endeavour to deliver the highest quality services, whilst looking at ways in which we can exceed expectations.

Our client did not have any additional infrastructure costs, and the sourcing, employment and training of all agents was done by Outsource Global in Nigeria.

CASE STUDY: Information Technology (Software Development)

CASE STUDY: Information Technology (Software Development)

Case Study

Information Technology

Software Development

Our Objective

To deliver bespoke web and mobile applications to our clients.

The

Approach

Because we want to service a wide variety of markets worldwide and offer solutions in all types of software development, we have trained a large number of software developers and medium scale developers to International standards.

This addresses each of our clients’ individual needs in terms of bespoke in-house systems, as well as the opportunity to further develop their client service offerings without the financial risk of employment and training.

Our Solution

With the objective of assisting our clients to run their businesses more efficiently, giving them access to real-time data and drastically streamlining their daily operations, we trained a number of agents into specialising in the development of specific software solutions. 

Our solutions give businesses a platform to efficiently collaborate across all departments real-time, while providing total visibility and control across board.

Our first objective was to identify a group of individuals, and then offer training in various software applications, enabling them to provide UI/UX designs, QA testing and Software Development, as well as provide support in Data Training & Image Tagging and IT Support Services.

Further to this, we created and implemented Enterprise Resource Planning (ERP) systems for project management, risk management and automation of core business operations.

Campaign Successes

We have upskilled and trained a large number of software developers to international standards. These developers are now able to give clients across a very wide variety of markets bespoke solutions to their specific business needs.

All the strategizing of projects and systems, together with the training and management of the software development team is based entirely in our call center in Nigeria.

Our management team, together with our team of developers, are always looking at new ways we can benefit our clients and our client business processes, thereby continuously working on strategies to further increase business efficiency through software applications.

CASE STUDY: CX Telecommunications – Solar Appliances Lead Generation

CASE STUDY: CX Telecommunications – Solar Appliances Lead Generation

Case Study

CX Telecommunications

Solar Appliances Lead Generation

Our Client

Our client is a solar appliance company based in the USA.

The

Approach

Our client’s acquisition strategy is to do outbound cold calls to prospective clients based on a list of leads they generate. The agent objective is to convert the leads into actual in-person product demonstrations done by their team of solar appliance experts.

To facilitate, train and manage a team of outbound calling agents, our client chose to partner with a specialist call centre partner.

Our Solution

Having the right accent, attitude and persuasion techniques is a crucial part of this campaign because our agents are the client’s first impression of their company, and ultimately their products.

We hand-picked each of our agents for this campaign, taught them some valuable sales tactics, and then equipped them with enough knowledge of the US solar industry to successfully convert these leads.

Our agents receive hundreds of leads daily and the calls are made from our premises in Nigeria.

Campaign Successes

When we started with this campaign, we assigned, trained and equipped 3 agents to make the number of calls needed per day. After only 8 months of assisting our client with all their outbound cold calling, we have had to increase the number of seats to 19.

These agents collectively make a few hundred calls per day and effectively schedule dozens of in-person demos per month.

Because we work very closely with each of our client partners to ensure their maximum business potential, we are able to identify opportunities to scale their businesses while carefully considering their overheads and operational costs. Our team is fully committed to the success of each of our clients.

Employment, training and facilitation of all our agents assigned to this campaign is done at our call centre in Nigeria.

CASE STUDY: Medical Records

CASE STUDY: Medical Records

Case Study

Medical Records

Our Client

A US based Health Service Provider that submits and processes customer health documents at hospitals and health institutions.

The

Approach

Understanding each hospital’s unique processes is crucial to the preparation and submission of a client’s medical documents.  This, coupled with the accurate capturing of each client’s details makes it a very workforce- and time-heavy task.

After a thorough assessment meeting we established that the greatest relief we could offer our client was to take over this process, with the goal to give them the time to focus on their business growth.

Our Solution

By focusing the core team on business growth, the client aligned themselves with Outsource Global as an outsourcing partner to handle the time-consuming administrative side of the process.

 The first port of call was to establish a team and train them in the various hospital protocols, as well as equip them with all the information necessary to comply with each health institution’s requirements in the US.

From here, the team engaged directly with the client’s customers to accurately prepare their medical documents and submitting them according to the respective hospital protocols and processes.

Campaign Successes

Initially we had 3 agents dedicated to this campaign.  Within 2 years we have increased the number of seats to 43.

Currently the team collectively make approximately 1500 calls to customers in the US per day, thereby updating, processing and submitting about the same number of documents on their behalf.

Increasing our clients’ revenue is the driving force behind our team and we do this by relieving pressure in key areas of our clients’ businesses.  Our aim is not only to become a partner, but rather to establish ourselves as a key factor and driving force behind our client’s success.