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43% Improvement in C-SAT scores for a voice-based customer service

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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.

Challenges.

  • 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.
  • Centralized Back-Office Team: Established a centralized global team dedicated to handling amendment requests, streamlining processes, and improving efficiency.
  • 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

68%

High First call resolution rates 

43%

better C-SAT in 3 months

28%

overall AHT improvement To reduce response time

Bring us your challenge.

Let’s Coforge your next success story.

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