Create value by helping the Client deliver awesome Customer Experience, acquire-retain customer and better understand needs.
On the first month the results indicate significant improvements on:
- The Average handle time (AHT)
- The number of calls with the same number of active agents
- The number of calls per agent
- First call resolution (FCR)
We served our client with:
- Experienced, bilingual, bicultural, service-oriented personnel.
- All into a continuous learning path.
- Performance-based rewards.
- An “always be selling” mentality.
Good Processes and Systems
- Workforce Management and Call Routing Expertise.
- Reduce long abandon rates and call waiting.
- Skills-based routing.
- Enable a more seamless customer experience.
- Improve upon first call resolution metrics.
Clear Actionable Analytics
- Ensure accurate data capture.
- KPI Alignment.
- Reporting and analytics that accurately measure customer experience.