B2C Customer Support Case Study
B2C – Customer Service/Technical Support - Global leading internet related services provider
Objective
- Improve North Asia hardware support
- Increase performance/quality and reduce costs.
- Improve CSAT to +90%
Countries: Korea
Metric
- Customer Satisfaction
- Average Handle Times
- Service Level
- Quality Scores
Highlights
- Consistent increase of quality and CSAT scores
- Reduce overall costs up to 30% with move to KL
- Increase efficiency by 15%
- Bad attrition below 10% and average fill rate 6 weeks
Solution
Establish a new centralized multilingual team to deliver customer support to primary markets in North Asia
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