Outsourcing Case Study #1

Industry: Technology – eReading Devices and eBooks

Situation:

A multinational company with a world-class eReading platform based in Toronto, Canada was looking for an experienced contact center partner to provide Tier 1 and Tier 2 Customer Care support for its customers worldwide, in multiple languages, through different channels of communication (Voice, Email, Chat, Social)

Campaign: Customer Care, Technical Support, Inbound

(Voice, Email, Chat, Social)

Objective

Provide an exceptional Customer Experience for customers and increase overall Customer Satisfaction levels (CSAT)

Duration:

March 2013 – Present

KPI Targets:  CSAT, First Contact Resolution, NPS

Results:

Within the first 6 months of the project launch, we were able to exceed the KPI performance targets and are currently handling over 60,000 interactions on a monthly basis.