Customer Success Story
Revolutionizing Customer Satisfaction: A National Retail Company’s Post-call Survey Transformation
The Challenge
NRC, like many national retailers, faced the daunting task of handling a high volume of customer inquiries and transactions. With a vast customer base, their call centers received an average of 4,500 voice contacts daily across two sites. NRC also required daily data feeds and comprehensive reporting that ranged from high-level insights to granular details to make informed decisions.
Prior to partnering with TSI, NRC relied on an ineffective email survey process that only reached a subset of their callers over an extended period. This process hindered their ability to capture timely feedback and respond to customer concerns promptly. A deeper issue lay in the high dissatisfaction rates, which averaged at a staggering 45%, as indicated by their internal metrics..
The Solution
NRC joined forces with a TSI, a seasoned partner to revamp their customer care operations. The partnership aimed to provide phone-based support for various customer queries, including website support, online ordering, photo orders, and pharmacy orders. A team of 250 agents was established across two sites, ready to tackle the daily influx of customer interactions.
As part of the comprehensive solution, NRC sought a way to capture immediate post-call survey results to gain real-time insights into customer satisfaction. To achieve this, the Customer Experience Management Platform (CXMP) was deployed. CXMP was integrated seamlessly with NRC’s existing call reporting systems, enabling the efficient collection of survey data. Notably, the implementation of CXMP was swift, with the entire program launched in under two weeks, showcasing the agility of the solution.
To meet the demands of the holiday season in the fourth quarter, NRC aimed to ramp up its workforce by 176% compared to the current capacity. This included a staggering 620% increase at one of their sites, demonstrating the scalability of the solution to handle peak periods.
The Results
The transformation brought about by the CXMP solution was nothing short of remarkable. Survey results were now captured immediately after each call, ensuring that all calls were included in the feedback process, compared to the incumbent email system, which reached only a fraction of callers over time.
Most significantly, the CXMP phone-based survey tracking revealed a substantial decrease in customer dissatisfaction rates. Since the program’s launch, average dissatisfaction rates plummeted from 45% to a mere 14%. This reduction was a testament to the effectiveness of the post-call survey solution in identifying and addressing customer concerns promptly.
NRC’s partnership with our team resulted in a significant improvement in customer satisfaction, making them more competitive in the challenging retail landscape. By adopting a comprehensive approach that included post-call surveys, NRC was able to transform their customer care operations and, in turn, their customer satisfaction rates, ultimately securing their position as a trusted and customer-centric national retail leader.
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
