Delivering outstanding performance for a leading online marketplace

Summary:

Delivering outstanding performance for a leading online marketplace

Challenge:

To deal with the issues of continued growth on a massive scale, to manage costs efficiently and to keep its customers fully satisfied.

• Trim operational expenses and deliver measurable quality improvements
• Establish real time support for handling queries
• Enhance customer satisfaction and loyalty in an increasingly competitive market
• Increase revenues from service and support programs whilst maintaining its brand image

Solution:

We provided e-mail-based customer and technical support solution accessible across four geographic territories and two business subsidiaries.

• Level 1 customer support
• General support - activation of password, account registration and closure
• Account status - viewing account activity
• Billing queries - charges pertaining to listing items and refunding fees (UK only)
• Queries of payment cycles
• Level 1 technical support
• Troubleshooting the client's proprietary software

Performance is tracked by a number of key service level agreements including productivity - (e-mails per hour), agent satisfaction and overall satisfaction, quality (process adherence and compliance) and service level.

Benefits:

Business Value

• We were instrumental in phasing out the client's automated email response system, which tracked customer satisfaction.
• Customer satisfaction increased by 110% (rising from just under 34 per cent during transition to a current average score of 72-75 per cent.)

Operational value

• We introduced more automation and continuous process improvement to increase productivity. This involved:
  • Generating numerous macros to automate queues
  • Creating frequently asked questions for standard queries
• Agent Level Productivity increased month on month (from 6 to 10.5 e-mails per hour, over six months and is currently averaging12 per hour)
• We added three new geographies and 14 new queues in the third quarter of 2005.
• Service Levels of 85% have been consistently met and exceeded (currently trending at 88% or above).

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