Customer Success Story
Optimizing Customer Service Efficiency for a Major Manufacturer
The Challenge
- Product Recall and Surge in Inquiries: The recall of 25 product models led to a surge in customer inquiries, overwhelming the existing customer service team.
- Limited In-House Customer Service Team: The company had a small in-house customer service team, making it difficult to handle the sudden increase in customer inquiries efficiently.
- Immediate Need for Scalable Support: There was an urgent requirement to scale up customer service capabilities to manage the high volume of calls effectively.
The Solution
The company implemented an inbound Interactive Voice Response (IVR) system integrated with live agent support to tackle the challenges and enhance customer service capabilities:
- Inbound IVR Implementations: Established a 24×7 automated call screening system, ensuring efficient call management and immediate response to customer inquiries..
- Automated Name and Address Match: Implemented an automated feature to match customer names and addresses swiftly, facilitating accurate and efficient order capture.
- Live Agent Support Integration: Combined IVR with live agent support to seamlessly transition calls to human agents when needed, providing a personalized customer service experience.
The Results
The implementation of inbound IVR and live agent support yielded significant improvements in customer service efficiency and effectiveness:
- Efficient Call Handling: Successfully handled 100% of calls on the first ring, ensuring quick and efficient resolution of customer inquiries
- .Reduced Burden on In-House Agent Team: Significantly reduced the number of calls that needed to be handled by the in-house agent team, alleviating their workload.
- Highly Accurate Order Capture: Achieved highly accurate order capture through the automated name and address match feature, minimizing errors and enhancing customer satisfaction..
Conclusion
The company’s strategic integration of inbound IVR and live agent support effectively addressed the challenges posed by the product recall, resulting in enhanced customer service capacity, improved call handling efficiency, and a high degree of accuracy in order capture.
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
