Our client is California-based AKDY Imports, a manufacturer of high-end home improvement products. With over 1200 home improvement products to its inventory list, the company has an estimated annual revenue of $17.1million and is growing at a phenomenal rate
ExpertCallers was hired to address customer service issues at a printer services company, including a low customer satisfaction rate and high call abandonment rate.
They increased infrastructure and staff, implemented new management procedures, and introduced a voicemail and callback service.
These changes boosted customer satisfaction from 50% to 87-93%, reduced call abandonment to 8%, and led to new business opportunities.
Story of the Customer
The client, a leading printer services company, offers wide-ranging solutions for printer-related needs.
They faced issues with low customer satisfaction and high call abandonment due to inadequate infrastructure and staff.
The introduction of a custom BPO platform, skilled staff, and innovative customer service strategies greatly improved the situation.
These changes led to increased customer satisfaction, reduced call abandonment, and new business opportunities.
The client grappled with significant issues in their customer support operations, precipitating a pressing need for intervention. These challenges can be outlined as follows
The company faced a high call abandonment rate of 35-40%, largely due to an inadequate support system and lack of expertise among the in-house team.
The existing infrastructure, process, and personnel were insufficient, negatively affecting the productivity of the BPO platform and contributing to low customer satisfaction levels.
Despite previous efforts by other service providers, the customer satisfaction rate remained at a low 50%, indicating a need for a comprehensive and effective solution.
In response to the client's multifaceted challenges, ExpertCallers devised a comprehensive solution aimed at elevating their customer support operations. This solution can be summarized as follows
A team of specialized individuals was configured to manage the inbound tech support services, and the infrastructure and personnel were significantly increased.
A voice mail service was introduced for customers waiting more than 3 minutes, along with a callback system for dropped calls, resulting in improved customer satisfaction.
Through a series of strategic changes, the customer satisfaction level was enhanced from 50% to 87-93%, and the call abandonment rate was reduced to 8%.
We quickly revamped the support center, boosting customer satisfaction from 50% to 87-93% and reducing call abandonment rate to 8%. This means 92% of calls are now promptly handled.
Swift transformation of the support center
Injected fresh vitality and energy into operations
Customer satisfaction increased significantly from 50% to 87-93%
Call abandonment rate reduced to just 8%
A remarkable 92% of inbound calls now answered promptly
Opened doors for new business opportunities
Substantial positive impact on the bottom-line
Unlocking Enhanced Customer Experiences with ExpertCallers
Elevate your customer experience by collaborating with us. We function as an extension of your company, offering customized services to meet your precise requirements. Our expertise, knowledge, and robust infrastructure are geared to bolster your brand. Unlike many service providers, we prioritize innovation across your entire call center ecosystem.
Reach out to us today to harness our extensive experience in the outbound call center industry.