Ereading Devices and Ebooks

INDUSTRY:

Technology eReading Devices and eBooks

SITUATION:

A multinational company with a world class eReading plafform was looking for an experienced contact centre partner to provide Tier 1 and Tier 2 Customer Care and Technical Support for its customers worldwide, in multiple languages, through different channels of communication (Voice, Email, Chat)

CAMPAIGN:

Customer Care, Technical Support, Inbound (Voice, Email and Chat)

OBJECTIVE:

Provide exceptional Customer Care support for eReading customers and increase overall Customer Satisfaction levels (CSAT)

KPI TARGETS:

Service Level, CSAT, FCR, NPS, Quality

RESULTS:

Within the first 6 months of the project launch, we were able to exceed the KPI performance of the incumbent vendors and while handling
over 22,000 voice and email interactions on a daily basis with a team of 200 agents.

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