Pain Point
Missed calls creating a poor customer experience
Overview:
- The client had an existing team of specialists overrun by incoming calls, creating long wait times and missed calls and resulting in a poor customer experience
- They engaged us to provide additional contact centre support, initially for handling the simplex calls only
- By gaining an in-depth knowledge of the client’s services we now handle the most complex calls
Challenge:
- Great degree of complexity in the services offered by the client
- Apprehension in utilising outsourced services at the customer point of contact
Solution:
- We started of with a simple service using FAQ’s and call flows to triage the more difficult issues for escalation to the client
- We trained our agents to handle the calls as efficiently as possible and used their feedback to help improve the service
- We created subject matter experts to further assist with the more complex queries
- We met regularly with the client to ensure our approach stayed aligned with expectations
- We reported regularly on all calls handled and used this information as the basis for ongoing improvement
The final solution included:
- We implemented our time-based Help Desk service as a cost effective, flexible and scalable solution
- We added to this our Client Portal to provide visibility of all call handle activity
- The client now has the confidence in our capability to refocus their team on other priorities and that they will never miss a call again
If you’d like to know more about our bespoke Help Desk services,