Key Objectives
- Improve performance and customer perception in technical care
- Streamline technical care operations
- Optimize outsourcing relationship governance
Our Approach
- Performed diagnostic by combining insights across sources: data analysis, customer feedback through surveys and anecdotal reports
- Identified key pain points in effectiveness of resolution, response times, and lack of communication throughout resolution cycles that created significant repetitive call volume and dissatisfaction
- Re-designed organizational model, estimated capacity and resources requirements and supported transition to new outsourcing partners
- Deep-dived into root causes of repetitive calls in order to address them in a tailored manner through process improvements, automations, system integrations, and pro-active communication
- Introduced quality assurance and new outsourcing reward scheme to include operational and quality metrics as well as corresponding rewards
- Re-designed communication strategy with emphasis on proactive customer expectation management
Impact for our Client
- Improved First Contact Resolution and drastically reduce repetitive calls by 70%
- Increased tNPS by several dozen points
- Reduced MTTR by ~20%
Repetitive Call Analysis per Root Cause
Capacity Roll-out Plan
Re-designed Process – Illustrative Example
