Customer Success Story
Driving Sales Conversion and Enhancing Customer Satisfaction in Non-Voice Services
This case study illustrates how a long-term partner successfully addressed significant challenges in non-voice services, achieving outstanding results by focusing on sales conversion, customer satisfaction, quality improvement, and continued recognition for excellence in their industry. Their commitment to innovation and excellence has enabled them to thrive in a competitive market while continually exceeding customer expectations.
The Challenge
The partner company had been facing several challenges, including:
- Sales Conversion: The need to increase sales conversion for opaque bookings through chat and phone, aiming for a substantial improvement of over 25%.
- Customer Satisfaction: They wanted to improve customer satisfaction survey scores, mainly by enhancing the speed of response and overall customer experience.
- Quality Improvement: While maintaining or even enhancing quality, they sought to decrease errors by 50%, reflecting a commitment to excellence.
- Sustaining Excellence: The company had been a consecutive winner of the J.D. Power and Associates Award for four years, and maintaining this level of excellence was a crucial goal.
The Approach
To address these challenges, the partner company implemented a multi-faceted solution:
- Training and Skill Enhancement: They invested in ongoing training programs to ensure that their non-voice agents had the necessary product knowledge, communication skills, and problem-solving abilities to enhance sales conversion.
- Speed and Efficiency: Improved response times were achieved through streamlined processes, automation, and technology upgrades. This included predictive typing for chat agents and integrated CRM systems to provide relevant information swiftly.
- Quality Assurance: A stringent quality assurance program was put in place to monitor and coach agents regularly. This involved regular feedback sessions, performance evaluations, and a focus on continuous improvement.
- Multilingual Expansion: To cater to a wider audience and increase sales potential, the company expanded its language support to include French, Italian, Swedish, Danish, Norwegian, Dutch, and Portuguese. This allowed them to tap into new markets effectively.
Sales 25+%
CSAT 25+%
QA 25+%
Errors 50%
The Results
The implemented solution yielded remarkable results:
- Sales Conversion: Sales conversion for opaque bookings through chat and phone increased by more than 25%, surpassing the set goal.
- Customer Satisfaction: Customer satisfaction survey scores improved by 25% due to faster response times and enhanced overall customer experience.
- Quality Improvement: Quality focus initiatives led to a 23% increase in quality scores, and the error rate decreased by 50%.
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The Challenge
The partner company continued its impressive streak, winning the J.D. Power and Associates Award for four consecutive years, demonstrating their unwavering commitment to excellence in non-voice services.
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
