| Case Study 1:
Outsourcing is an outstanding platform to manage customer relationship and maximize efficiency for your organization.
Background
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Building good customer relationships has been very challenging for this company with operations country wide. The company had four agents at the helpdesk to receive customer inquiries and complaints and note down the requests on paper before passing them on to relevant departments. The process was time consuming and could not meet the company's changing needs. Moreover, during call hikes, customers were often displeased with the long call waiting time and staff productivity reduced drastically. Due to the large call volumes received per day, it was not surprising that the quality of customer greeting diminished at the end of the day and managing the call centre became very costly and taxing.
The company considered outsourcing customer service operations to Call Centre One (CC1) as part of its strategy to achieve its business objective and chose to partner with CC1 for the design and implementation of this initiative. |
Call Centre One Solution
Customer relationship management (CRM) is more than a software or call center solution. For optimal results, a combination of business processes, skills and dedication is needed to ensure each customer interaction is conducted, recorded, fulfilled and analyzed effectively. CC1 sets out to take advantage of the market demand for CRM by delivering outsourced CRM solutions.
CC1 proposed to provide the entire range of activities involved in servicing customers efficiently. A detailed assessment of call center effectiveness and efficiency was performed and CC1 recommended operation and IT improvements to reduce cost per call by 25%. A highly structured transition methodology that included thorough planning, program management, agent training and technology implementation was adopted.
With the right skill set in place to deliver the optimal customer contact outcome, CC1 is well equipped to suit the service quality needs of this company. Through our train-the-trainer program, CC1's teams of call centre agents are specifically trained to handle difficult customer experiences and assist the company in its technical support efforts. Our multi channel system was implemented to meet the company's requirements and add more functionality through web chat functions and SMS capabilities. The voice messaging system was integrated to provide customers with a clear and branded service greeting at the beginning of each call without having agents to repeat standard greetings hundreds of times each day.
This initiative promised the client an additional 30% cost savings and an improvement in service levels by over 25% in the first 2 years. |
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Key benefits:
The outsourced process has intelligently led to the following key improvements:
- 100% increase in productivity, with the doubling of transactions handled per day
- 95% accessibility rate
- 96 % positive customer response
- Length of business calls reduced by 20%.
- Waiting time decreased – with 80% of the calls answered within 20 seconds resulting in a huge reduction in abandon rate.
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