10
Year partnership
8-point
Retention improvement y-o-y
<24 hour
Email responses (Succeeded in reducing SLA by half)

Award-winning Chicago-based media company, Tribune Publishing, transforms its CX in line with the transition from print to digital news media

The Challenge

To reduce customer service costs without reducing quality while simultaneously activating more contact channels in line with changing customer expectations. 

Our Solution

We began our 10-year relationship with Tribune Publishing by taking over its existing customer service operations, moving the handling of all tier-one calls to our Baguio site in the Philippines. After demonstrating an increase in quality while simultaneously reducing operating costs, we were further charged with all tier-two calls and escalations and subsequently handling all email and live chat. Today, we handle 100% of Tribune’s calls across all of its markets and also provide back-office support including for the DSI system. Over the past five years we’ve also focused our expertise on improving the company’s print and digital subscriber base and increasing retention levels. In 2019 alone, these efforts led to an eight-point increase in subscriber retention rates over the previous year. 

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