B2C Technical Support Case Study

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

Objective

End to end hardware solutions inclusive of technical support, software catalog assistance and up-selling hardware’s across North Asia

Countries: North Asia

Metric

  • Inbound SLA, Email SLA, Customer Satisfaction Score,
  • Average Handle Time, Quality Scoring & Attrition Rate

Highlights

  • 30% Reduction on client operation cost by relocating to KL
  • Shorter ramp up period and achieved CSAT target of 85%
  • Annualized attrition rate trending below 10%
Swivelt - B2C Customer Support Case Study

Solution​

  • Establish a new centralized multilingual team to deliver customer support to primary markets in North Asia
  • Establish continuous service improvement framework to improve customer experience
  • Digitize BI and integrate into improvement process
  • Omni-Channel approach leveraging CRM automation

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