Success Story: Built a BPO Call Center -

Plugg Tech Success Stories: Built a BPO Call Center

Built a Call Center team in Nicaragua

Client Profile

A Midwest FinTech company focused on the payments sector was having difficulty retaining a call center in Missouri. The attrition was high, engagement was low, and the labor costs were only increasing. The company was seeking to scale, but couldn’t take on more clients until it had a reliable call center.

Plugg came in and provided deep advice on how to built a call center environment from Managua, Nicaragua. Plugg sourced all the appropriate hardware, setup the environment, tested to ensure it met all the regulations. Then Plugg hired a team of 6 experienced call center professionals. The team has been fully engaged all along and both the company and its clients are very happy. This was all done at a monthly cost savings of about 50% as well.

Case Details

High Attrition, Low Engagement: The client struggled with high turnover and disengaged employees at their Missouri-based call center, leading to operational inefficiencies.
Rising Labor Costs: Increasing labor costs made it difficult for the company to maintain profitability while scaling operations.
Scaling Constraints: The company couldn’t onboard more clients due to the lack of a reliable and scalable call center solution.

Nicaragua Call Center Setup: Plugg provided expert guidance on building a call center in Managua, Nicaragua, including sourcing and configuring the necessary hardware and infrastructure.
Regulation Compliance Testing: The environment was thoroughly tested to ensure full compliance with industry regulations and standards.
Experienced Team Recruitment: Plugg hired a team of 6 experienced call center professionals to deliver high-quality service and enhance client satisfaction.

Improved Engagement and Retention: The newly hired team has shown high levels of engagement, reducing attrition and creating a stable call center environment.
Significant Cost Savings: The client achieved approximately 50% monthly cost savings compared to their Missouri-based operations.
Operational Scalability: With the reliable call center in place, the company has been able to take on more clients, driving business growth and satisfaction.