99% quality and exceeding expectations with Customer Service Transitions for Best Customer Experience

Challenges.

The client needed to transition multiple brands onto their customer service platform effectively while maintaining exacting standards:

• Week-by-Week Planning: A structured plan was required to ensure a smooth, week-by-week brand transition.
• Prioritizing High Volume: Effectively managing high-volume queues was crucial for timely handling of customer interactions.
• Quick Turnaround Times: Fast resolution of customer inquiries was essential to maintain satisfaction.
• Delivering High Quality: Ensuring high-quality service across all channels (voice, email, chat, back office) was paramount.
• Meeting SLAs: Adhering to agreed-upon Service Level Agreements (SLAs) was critical for success.

Solution.

Coforge implemented a comprehensive approach to achieve a successful brand transition:

• Strategic Site Distribution: A three-site solution was established, efficiently managing regional and contact method complexities.
• Peer Partnering: New resources were paired with experienced personnel to gain rapid product knowledge and proficiency.
• Real-Time Floor Support: Dedicated floor support provided real-time assistance, ensuring effective service delivery.
• Knowledge Management: Regular refreshers and knowledge checks mitigated potential errors due to knowledge gaps.
• Performance Monitoring: Live monitoring, feedback, and coaching addressed agent errors daily, fostering continuous improvement.
• Backlog Reduction: Tenured resources were utilized strategically to clear backlogs and maintain efficiency.

The impact.

The project achieved noteworthy results, exceeding client expectations:

• Better Services - Quality Management: A remarkable 99% quality score was achieved across all service channels.
• Increased Efficiency: The solution enabled efficient handling of high-volume queues, resulting in:
• Voice (Inbound & Outbound): 4,500 Calls Managed Daily
• Email & Chat: 6,500 Transactions Daily
• Back Office: 5,500 Transactions Daily
• Contract Loading: 2,000+ Transactions Daily
• TAT (turnaround time) Adherence: Fast turnaround times maintained high customer satisfaction.
• Customer Satisfaction/Retention: Improved service quality contributed to higher customer satisfaction and retention.
• First Chat Resolution: Increased first chat resolution rates further enhanced customer experience.