C SAT Improvement for customer service voice

Challenges.

• 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.