23% Reduction in NVA* Hold time: Developing a Responsive Customer Service with Integrated Solutions
Objective: Streamline customer service processes, reduce delays, and enhance resolution efficiency for a superior customer experience.
Business Challenges
Our client faced significant challenges in meeting growing customer demands while striving to maintain a
competitive edge in the market. They struggled with unpredictable call volumes and delays potentially impacting
customer trust. Additionally, the lack of an optimized resolution process resulted in a higher volume of repeat
callers, which not only strained resources but also diminished the overall service experience. The key challenges
were:
Call Management: Erratic call volumes and repeat calls
Process Delays: Reduce delays in installation and service shifts
Higher competition: Lack of competitive service differentiation and increasing customer demands
The Solution
Our strategies enhanced customer interaction efficiency by introducing dedicated channels for addressing
high-priority issues. Key initiatives included the implementation of the AFT (After First Transfer) tracker for
repeat calls, a TED (Technical Expertise Desk) for internet-related concerns, and 24/7 support for urgent
inquiries. Further, Integrating enterprise software tools including Siebel and Hummingbird with client’s service
portal, we automated their customer support and service delivery operations, elevating their customer
interactions.
Value Delivered
The implemented approach reduced repeat calls and improved resolution times, contributing to higher operational efficiency and faster service response. Thereby raising the ability to meet customer needs promptly without compromising on the customer experience standards.
16%
Reduction in repeat calls
23%
reduction in NVA*(Non Value Added) hold time
87%
0f red KPI targets achieved
99%
Shifting cases were closed with timely end to end follow up.
96%
Installation cases were completed on time
93%
AHT reduced to 35 seconds over 6 months