Transforming Back-Office Operations: Achieving 30% improved query resolution, 10% reduced repeat calls
Overview: The client, a trusted large-format specialist
retail store, offers a seamless Omni channel
shopping experience for digital gadgets and
home electronics. With 508 stores and a vast
catalog of 23,000+ products from 532 brands,
they ensure unparalleled customer service and
lifetime assurance on purchases. They wanted
to optimize performance management by
reducing the rate of repeat calls and providing
advanced tools for tracking daily productivity.
Objective: Optimize performance management systems and operational processes to enhance efficiency, reduce repeat
interactions, and deliver superior customer satisfaction.
Business Challenges
As the client expanded its operations across a diverse product range and extensive geographic footprint, they
encountered several critical challenges.
Manual Inefficiencies: Errors and delays due to reliance on manual KPI tracking.
Limited Insights: Lack of actionable data to identify improvement opportunities.
Low Advisor Productivity: Insufficient tools for first-contact resolution
The Solution
Leveraging our expertise in optimizing performance management and operational excellence, we deployed an integrated
approach that streamlined operations through advanced technologies. By automating real-time KPI tracking and advisor
performance management, we enhanced efficiency and improved first-contact resolution rates. Our CRM and RPA
enhancements enabled quicker log generation, while IVR WhatsApp deflection simplified query handling. Additionally, a
hybrid model optimized seasonal capacity, and skill-based routing ensured effective service request management,
fostering continuous improvement and recognizing top performers.
Value Delivered
By Implementing automation strategies including auto-assignment and skill-based routing, we transformed back-office operations,
significantly improving efficiency and ensuring timely task completion. This led to an enhanced customer experience and reduced
operational challenges. Furthermore, we established a Joint Governance Structure for L1 and L2 processes, further streamlining
operations and fostering collaboration across teams.
30%
Improvement in query resolution, within four months.
10%
Reduction in repeat call rates
4 New LOBs expanded, including warranty and setup processes