Financial Services | Insurance
A National Retail Bank: A Customer Care Success Story
QA scores up 25%, agent capacity up 25% in 90 days, and handling time down 10%.
Case study
A Customer Care Transformation That Redefined a Media and Communications Operation
Customer satisfaction up more than 30%, and a credible “champion challenger” position in the market.
- Client
- Media & communications provider
- Industry
- Telecommunications
- Service
- Call Center Outsourcing
- Stage
- Enterprise
The challenge
Fierce competition and shifting expectations, with a 500 to 600 FTE inbound care operation built for the status quo.
Two goals at once, at scale
Media and communications was moving fast, competition was fierce, and consumer expectations had shifted. The company needed to lift revenue generation and customer satisfaction at the same time, across an inbound customer care operation running 500 to 600 full-time equivalents.
A champion challenger, not one more player
The status quo would not get there. The mandate was to architect an all-encompassing inbound customer care program that resolved technical issues swiftly and built lasting loyalty, and to position the business as a “champion challenger” rather than one more player in a saturated market.
- An all-encompassing inbound customer care program
- Technical issues resolved swiftly
- Lasting loyalty
- A “champion challenger” position in a saturated market
The approach
This was executive leadership work as much as operations work.
Leadership work, run with the operations work
Alongside the redesign of the care program itself, the engagement drove intelligent BPO operations across customer service and technical support, and a paradigm shift inside the organization toward genuine customer-centricity, not just reconfigured procedures.
The results
Customer satisfaction surged by more than 30%.
Satisfaction up more than 30%
Service and technical support moved past their previous limits into consistent operational excellence, delivering fast technical resolutions and interactions that actually resonated. Drawn from zero, the after bar is 30% longer than the before, the least of what the case reports.
Past its previous limits
Service and technical support moved past their previous limits into consistent operational excellence.
Fast answers that resonated
Customers got fast technical resolutions, and interactions that actually resonated.
A contender, setting benchmarks
The outcome held beyond the numbers: the company established itself as an industry contender able to challenge established norms and set new benchmarks in customer care.
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