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%
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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