The BPO industry is one of the most complex, with multiple moving parts, and adaptability isn’t a preference but a necessity to thrive. Most of the time leaders struggle with time management and having an eye on all the areas that require focus. A BPO with a TELCO client partnered with Genii Analytics to identify and address their challenges, impacting their customer NPS scores and call centre agent.
CHALLENGE:
For this BPO, high call volumes and repeat calls were causing frustration for both customers and agents. As a result the customer satisfaction KPIs were at their worst with NPS being in a negative state and only 10% of calls having the pleasure of their challenges being resolved the first time they called. The need to improve First Call Resolution (FCR) became imperative in order to enhance the overall customer experience.
The Genii Interaction Intelligence Solution would then be underway, which analyses the customer interaction data at its core and provides quantifiable insights with actionable solutions. Over a 12 month period we looked into all customer impacting functions, providing regular insights and action plans from our analysis. We were able to guide the BPO with improving multiple factors, including process and system improvement whilst simultaneously focusing on agent knowledge gaps, training content and call centre agent behaviours.
SOLUTIONS:
A multifaceted plan was implemented by Genii Analytics in partnership with the BPO and the results were phenomenal. Individualised coaching strategies for all call centre agents, with personalised objectives focused on all areas of improvement. This resulted in NPS not only being in the positive but it was meeting double digits for the first time. This made the call centre agents ecstatic as they were meeting their objectives and increasing earning through internal rewards and bonuses. This also meant customer challenges were resolved on their first attempt to call and address, which reduced repeat calls by 15% and First Call Resolution would increase by 35%. This reduction in repeat calls not only relieved the burden on the company’s call center, but also helped to build customer trust and confidence in the company’s ability to resolve issues efficiently
The BPO TELCO leaders were also overjoyed, this was because of an R8.1 million net savings they were now projecting over a 3 year period, achieving a remarkable 330% ROI.
The Head of Operations at the company expressed their satisfaction with the results, stating, “We were so pleased with our results and look forward to focusing on other areas by transitioning into Interaction Intelligence to further improve our bottom line, and ultimately – our customer service.“
The successful implementation of the Genii Interaction Intelligence Solution proved to be a game-changer for the BPO and their TELCO partner. Not only did it enhance the customer experience by improving FCR and reducing repeat calls, but it also yielded significant financial savings. This case study serves as a testament to the power of leveraging technology and data-driven insights to drive operational excellence, customer satisfaction, and ultimately, business success!
