Waddell & Reed wasn’t merely looking for a phone answering service. They needed a provider who was flexible, accountable and responsive; who knew the value of building and maintaining relationships. Knowing that their in-house help desk was not the solution, they turned to Aureon™ Contact Center, an experienced, respected and U.S.-based outsourced contact center for answers.
Aureon sent a team to Waddell & Reed’s Overland Park headquarters to receive training, immerse themselves in their business and familiarize themselves with the client’s needs firsthand. From there, Aureon became Waddell & Reed’s trusted contact center partner, handling all tier 1 support calls from one of Aureon’s four Iowa-based contact centers.
Working closely with Waddell & Reed to redefine their key performance indicators, Aureon Contact Center was able to provide an immediate and quantifiable impact, increasing average speed of answer, reducing abandon rates and improving immediate need services. Their flexible and adaptable solutions, coupled with their white-glove customer service proved to be a boon to Waddell & Reed – who was now able to focus their resources and time on running their core business.