43% Improvement in C-SAT scores for a voice-based customer service
Overview.
A global company struggled with high amendment request volumes, limited scalability for future growth, and low customer satisfaction scores. Coforge's solution, encompassing a centralized back-office team, multilingual support, and a focus on operational excellence, delivered a remarkable turnaround.
High Amendment Volume: Managing many customer service amendment requests via inbound calls and chats created inefficiencies.
Scalability Limitations: Existing processes hindered the ability to support the organization's planned expansion into new countries.
Low Customer Satisfaction: Customer satisfaction scores for voice calls were concerning, impacting brand perception.
Solution.
Coforge implemented a comprehensive approach to optimize the client's customer service operations:
Centralized Back-Office Team: Established a centralized global team dedicated to handling amendment requests, streamlining processes, and improving efficiency.
Multilingual Support: Developed a language-agnostic service framework and trained personnel to cater to customers in various countries, ensuring seamless expansion.
Enhanced Voice Support: Increased capacity for handling customer service voice calls and hired & trained new personnel with strong customer service skills.
Quality Assurance Framework: Implemented a robust quality assurance framework through process mapping, ensuring consistent service delivery.
The impact.
41%
Voice AHT (Average Handle Time) Improvement From 21 min to 12.5 min
