Maintaining 99% Quality Levels while Transitioning Customer Service for a Seamless Customer Experience

Challenges.

The client faced several hurdles during brand onboarding:

• Week-by-Week Transition Management: Implementing a structured weekly plan was crucial to manage the complex brand onboarding process.
• Prioritizing High-Volume Queues: Efficiently handling high volumes of inquiries across different channels was essential.
• Quick Turnaround Times: Delivering fast and timely responses to customer requests was critical for a positive experience.
• Maintaining High Quality: Ensuring consistently high-quality service across all touchpoints remained a priority.
• Meeting Service Level Agreements (SLAs): Achieving and exceeding established service level agreements was vital.

Solution.

Coforge implemented a multi-faceted strategy for a successful brand onboarding:

• Strategic Site Distribution: Established a three-site solution to efficiently manage different regions and modes of contact (voice, email, chat).
• Peer Learning and Onboarding: Facilitated peer partnering to accelerate new resource onboarding and product familiarization.
• Dedicated Floor Support: Assigned dedicated resources to provide real-time support to agents, ensuring effective and high-quality service delivery.
• Continuous Learning & Quality Management: Implemented regular refreshers, knowledge checks, live monitoring, and daily feedback & coaching to minimize errors and maintain quality standards.
• Backlog Reduction: Utilized dedicated experienced resources to clear any backlogs and maintain smooth operations

The impact.

• Better Services – Quality Management
• Average volumes handle
• Voice (Inbound & Outbound – 4500 call)
• Email & Chat – 6500 Transactions
• Back Office – 5500 Transactions
• Contract Loading – 2000 Plus Transactions
• Increased Efficiency to capture more Bookings
• TAT Adherence – Quick turnaround times
• Better Services – Quality Management