Customer Success Story
A Transformative Journey in Customer Service Excellence
In an era where customer service often defines the success of an organization, our client’s journey from a budding presence in Green Bay, WI, and Manila, Philippines, to an industry-recognized powerhouse stands as a beacon of transformative success.
The Challenge
With a nascent presence in both Green Bay, WI, and Manila, Philippines, our client aimed to enhance their customer service outreach. They started with a team of 45 full-time equivalents (FTE) and envisioned a holistic customer care experience encompassing pre and post-booking services, email and chat, hotel moderation, and a unique social blogging project. The primary challenges included:
- Sales conversions via chat and phone
- Customer satisfaction
- Lack of rigorous quality monitoring systems
- Payout errors which were affecting profitability
- Lacking industry recognition for exceptional service
The Approach
Recognizing the intrinsic challenges, a comprehensive multi-pronged strategy was formulated:
- Training and Development: Intensive training programs were instituted to ensure that customer representatives were equipped to handle queries effectively and efficiently. This was especially pivotal for the escalation queue and the social blogging project, which required specialized skills.
- Process Optimization: Established a robust escalation support team, fluctuating between 1-5 FTEs, to address intricate client concerns. Additionally, partnered with a third-party for seamless ticketing processes, facilitating quicker resolution times.
- Tech Integration: Implemented state-of-the-art chat and email systems to support the growing demand, especially in hotel moderation services.
- Quality Assurance: Introduced a rigorous quality monitoring mechanism, aiming to minimize errors and thereby reduce payouts.
- Feedback Loops: Instituted regular feedback sessions with customers to understand areas of improvement, which greatly contributed to enhancing customer satisfaction rates.
The Results
The strategic approach bore impressive results:
- Sales Conversion: Achieved a 25% sales conversion through chat and phone, showcasing the efficacy of the training and the newly implemented systems.
- Customer Satisfaction: Noted a significant 25% improvement in overall customer satisfaction rates, indicating the success of the feedback loops and the efficiency of the new processes.
- Quality Monitoring: The quality monitoring systems showed a marked increase in their efficacy, with a rise of 23% in monitoring metrics.
- Error Reduction: The renewed focus on training and quality assurance led to a staggering 50% decrease in error payouts, bolstering profitability.
- Industry Recognition: As a testament to the unwavering commitment to excellence, our client was awarded the prestigious J.D. Power and Associates Award for three consecutive years.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
