Help Desk and support service from and company with 4.000 employees reduces staff costs by a 30% and improves resolution times.
The high degree of specialization generates low productivity levels with significat individual deviations in resolution time due to the low maturity level in work standardization and a lack of individual follow-up processes that, in turn, results in:
- Dissatisfaction of internal customers regarding the time and quality in incident resolution.
- Service managers focused on indicent resolution at the expense of team management.
Multichannel customer services contact center improves users efficiency and satisfaction, increasing access quality while cutting down staff by 25%.
The existing Contact Center suffered from high levels of abandonment and delayed email response times that were recurrently addressed through the recruitment of temporary staff.
In addition to strong peaks of activity generated by the seasonality of the demand, the significant volume of calls, emails and visits were affected by multiple variables and external events regularly known at very short notice. This variability along with the specialization of agents by channels generated workload imbalances and low levels of productivity.
The volume of email and calls was even higher due to low performance in first contact inquiry resolution originated by lack of appropriate information by service representatives and the high degree of complexity of the existing operational procedures. On the other hand, customer policies did not allow the remote management of many service requests that were otherwise easily workable via phone or by using self-service tools.Read more...