MCI

As part of its single vendor strategy for national TPV service, MCI sought a partner that could quickly transition existing sites, turn up a new site, manage the TPV operation, and improve quality.

Istonish rapidly integrated 650+ employees from two different companies to make significant improvements in MCI quality. After hiring a new leadership team and HR staff, MCI and Istonish built out and turned up a new center in five months. Istonish seamlessly assumed responsibility and successfully managed the project to service level agreements and delivered other quality initiatives. Istonish effectively addressed unknowns and fulfilled voids in the business, such as rep level performance measurements, management salary freeze/incentive bonuses, recognition programs, and HR processes/procedures.