Cognizant Customer Service BPO Services

Cognizant provides exceptional customer service and built strong working relationships with the franchisees and the PJI team. They have worked to ensure they understand our vision, key values and how we operate as a system. The team works with our cross functional teams to ensure both the customer and PJI experience exceeds our expectations. Cognizant brings years of experience and had used that to help build enhancements to our system that has allowed us to tap into greater sales potential.

1. Capabilities: level of technical knowledge and experience to take on complex programs 2. Execution: ability to pull the capabilities and meet objectives within timeframes projected 3. Value: they provide enterprise level services at values we could not take on

BPO did what they said when it came to meeting headcount requirements (even over hired a bit), very organized and shared updated freely (great communication with the client), moved quickly to meet hiring needs (headcounts and timeframes).

It is really hard to find something I dislike, however a few things that we have suggested that would help improve the experience like offering Spanish speaking agents and be in multiple geographic areas to limit the impact of a natural disaster or any other potential business interruptions. I'm sure the franchisees would also say continue to work on innovations to lower the cost per call and increase volume.

1. Biggest challenge has been pandemic related rules that have impacted how staff works including remote work in off-shore situations 2. We're a franchisee organization and Cognizant was required to understand how to serve hundreds of one-off franchisees (it can be challenging)

Little flexibility on their end with contract negotiations, i.e. length of relationship and minimum headcounts