CUSTOMER CARE
TRANSFORMATION
Transforming customer care through innovation and excellence.
Our goal is to provide an easy and enjoyable experience for your customers. We offer reliable service with constant analysis of your business’ performance. Based on data, we will make recommendations as to how to optimize your program and improve your performance.
Challenge
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Service level at 37% average during high call volume season
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(> 1 hr. waiting times)
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Abandonment rate up to 20% during high call volume season
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Avg Handle Time up to 15 minutes during high call volume season
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Poor self-serve rate (poor IVR experience, limited use of alternates)
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Disjointed call volume forecasting vs. workforce planning
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Evaluated call vs. resource strategy during peak call periods
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Developed triage strategy for peak call periods, BCP events
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Reviewed key call drivers to determine upstream improvements and agent tooling needed to manage accounts
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Mapped out IVR flows, and conducted user focus group to help redesign IVR for improved self-serve
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Analyzed use of alternate channels (SMS, online, email, chat)
APPROACH
RESULTS
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Customer satisfaction greatly increased
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Service level consistently delivered above 80/30 every month
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Call abandon rate <2%
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Average hold time <25 seconds
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Customer self-cure rates at 67% average, up from 43% previously
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Business continuity ensured during multiple outages
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Workforce planning delivered below-plan operating costs