Delivering World Record C-Sat performance for Global e-Retailer

Summary:

Delivering World Record C-Sat performance for Global e-Retailer

Challenge:

• Reduce customer management cost
• Effectively handle seasonal spikes or variations in sales
• Maintain a top-notch customer experience
• Continue delivering a secure e-commerce service

Solution:

Our work involves responding to customer queries by email in a wide variety of languages.

• E-mail support implemented across six lines of business.
• The use of English language programs and foreign language programs (in German and French) to deal with:
  • Pre- and post-order related queries
  • Managing queries about 'Where is my stuff?'
  • Customer review updates
  • Empowered decision making, including assisting order placement and compensating customers for any inconvenience
• Performance was monitored by service level agreements for customer satisfaction and response time (C-SAT and TAT).

Benefits:

Our work generated significant benefits in business and operational value.

Business value

• Annualized dollar savings of up to $1 million
• Conducted time and motion study.
• Implemented Best Practices which led to a 25 per cent increase in productivity by 25%
• Reduction in full time employees by 48
• The client's customer base has more than doubled since it outsourced to IBM Daksh

Operational value

• The success of English language programs paved the way for programs in German and French and for voice operations
• Outsourced voice operations were transferred to IBM Daksh after another vendor in India failed to deliver on desired metrics.
• Flexibility to handle huge seasonal spikes (including managing a 40% incremental volumes at one day's notice after a center on the other side of the world was closed down by a natural disaster.)
• Service level agreements for quality and time of response have been met continuously since go live for all lines of business.

What can we do for you?