Expert customer care strategy benefits customers and associates alike
The company came to TTEC when it needed to improve its tech support service levels globally and wanted expert associates who could help customers navigate the latest technology in multiple languages. It worked with 14 different customer care vendors, which wasn’t a sustainable approach. The company came to TTEC for help creating consistency across its customer care operations, streamlining, and reducing customer care costs. We built a global team of 350 skilled associates, based in six countries, who provided support in 21 languages to serve customers in the United States, Europe, the Middle East, Africa, and the Asian Pacific regions.
To ensure our associates had extensive knowledge of the company’s products, they trained in labs where they could try products first-hand. We also launched new, specialised training courses and held daily quality assurance sessions so we could create knowledge-based tools that better prepared associates to handle enquiries. We also recommended and implemented operational changes, including: a redesigned shift structure that focussed half of associates’ time on live interactions and the other half on hands-on training, a QA focus on Net Promoter Score (NPS) to keep CX at the forefront, and adding more robust real-time analytics.
56% rise in first call resolution
25% decrease in attrition
17% increase in NPS
RESULTS
ttec.com | 5
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