This project entailed executing the CSAT project across 5 different segments for Kenya region. It had the following benefits; The market research and competitor analysis project helped the company with insightful information which assisted them in making important decisions. Provision of special / priority consideration/services to Platinum customers helped increase customer satisfaction to a great extent. Detailed reasons and analysis from the Inactivity project helped the company to take corrective measures and actions. It also led to high win-back rates, as per client specifications. Revenue generation through converted leads in telesales.
As the customer base was growing rapidly and post-sales support was deteriorating, the customer service team was unable to deliver and keep up with customers’ expectations leading to customer dissatisfaction. The existing customer service management system was unable to support the integral part of the core customer service due to reasons including: Mismanagement of customer information leading to missing of some vital information, first call resolution less than 50%, high percentage of call drops, no defined SLAs and KPIs, lack of inter-departmental coordination and process knowledge to handle issues, regular outages leading to call drops. All this made the situation worse and led to frustrated customers.
Techno Brain identified First Call Resolution (FCR) to be the single most, important and key challenge to improve customer satisfaction as absence of FCR has been found to account for a minimum of 30% to 40% of company’s call expenditure. Process reengineering has helped the company streamline their customer service management process and data management using CRM and supportive systems, address superior call handling and increase service efficiency in multiple environments enhancing and enriching customer experience to a great extent.
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