Pain Point
Current provide no longer meeting expectations
Overview:
- The client had become frustrated with the declining service performance of their current afterhours contact centre provider
- They engaged us to bring their afterhours support back to the level of expectations demanded by their customers
- We have since met and exceed every expectation and the client now has great feedback from their clients once more
Challenge:
- The client had multiple services and requirements across their customer portfolio
- The existing processes where cumbersome
- The client wanted to make the change in a very carefully coordinated timeframe to minimise disruption to their customers
Solution:
- We collaborated carefully so as to understand the various services and how they could be improved with the benefit of our unique systems and people capability
- Our scripting included the ability to treat individual clients according to their own workflow and integrated a contact list and roster which each could be kept up to date remotely
- Then we customised and tested the solution with various scenarios
- We coordinated the go live to coincide with the termination date to provide a seamless change to our service
The final solution included:
- Our Escalation Management and email management services to handle calls and emails respectively in a consistent manner
- Our Client Portal to enable the client to remotely update rosters and contact lists as well as access our Call and email activity 24/7
- The client now has the partner they need to meet the high expectations of their customers
If you’d like to know more about our bespoke Escalation Management, Email Management and Client Portal services,