B2C Customer Support Case Study

B2C – Customer Service/Technical Support - Global leading internet related services provider

  • Improve North Asia hardware support
  • Increase performance/quality and reduce costs.
  • Improve CSAT to +90%
  • Countries: Korea
  • Establish a new centralized multilingual team to deliver customer support to primary markets in North Asia
  • Customer Satisfaction
  • Average Handle Times
  • Service Level
  • Quality Scores
  • 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

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