A company faced challenges with high amendment request volumes, low CSAT scores, and limited scalability for future growth. Coforge's solution, leveraging a centralized team, language-agnostic processes, and a focus on operational excellence, delivered significant improvements in amendment handling, efficiency, and customer satisfaction.
High Amendment Volume: Managing a large volume of customer service inbound calls and chats related to amendment requests.
Scalability for Growth: Existing processes needed to adapt and handle expanded operations in new countries.
Low Customer Satisfaction: Low CSAT scores (47.28% in Jan'23) indicated a need for improved customer service experience in voice channels.
Solution.
Coforge implemented a multi-pronged approach to optimize amendment processing and customer service:
Centralized Global Team: Established a centralized back-office team to handle amendments efficiently, regardless of location.
Language-Agnostic Processes: Developed a standardized amendment process that could adapt to different languages, supporting business expansion plans.
Enhanced Voice Support: Increased capacity for handling customer service voice calls through hiring and training new FTEs with specific customer service skills.
QA Framework & Process Mapping: Built a robust quality assurance (QA) framework through process mapping to ensure consistent and efficient amendment handling.
The impact.
The project yielded dramatic improvements in customer service metrics within a short timeframe:
Improved AHT by 41%: Reduced Average Handling Time (AHT) for voice calls by 41% in 3 months, from 21.10 mins in Q2 to 12.28 mins in Q4 FY 24.
Best-in-Class Customer Service: Delivered exceptional customer service through coordinated efforts by Operations, Voice & Action, Quality, and Management Information Systems (MIS) teams.
CSAT Increase by 43%: CSAT scores soared by 43% within 3 months, reaching 63% in April'23, reflecting significant customer satisfaction improvement.
Reduced Response Time & High FCR: Faster response times translated to a 28% reduction in AHT and a high First Call Resolution (FCR) rate of 68% in April'23.
