A leading mobile service provider was facing challenges in delivering consistent customer support, resulting in a low Net Promoter Score (NPS) of 29. Prolonged resolution times and fragmented customer experiences were affecting customer loyalty and brand perception.
A structured intervention focusing on both people and process transformation was essential to drive measurable improvements in customer satisfaction.
Challenges Identified
- Inconsistent Customer Support: Variations in service delivery standards led to unpredictable customer experiences.
- Long Resolution Times: Complex and lengthy escalation processes delayed issue resolution, frustrating customers and increasing churn risk.
Our Approach
A. People Transformation
- Hiring Interventions:
- Implemented behavioural and competency-based assessments to select agents with strong problem-solving skills and a customer-first mindset.
- Focused on recruiting candidates resilient enough to perform in high-pressure call centre environments.
- Comprehensive Training Programs & Agent Engagement:
- Used real-life customer case studies and role-play exercises to enhance agents’ problem-solving and communication abilities.
- Introduced a tiered reward and recognition system for high-performing agents based on customer feedback, resolution time, and NPS contribution.
B. Process Optimization involving Workflow Enhancement:
- Rolled out a structured Knowledge Management System (KMS) providing agents with instant access to solutions, reducing dependency on supervisors.
- Launched pre-emptive outreach programs targeting customers prone to recurring issues, proactively reducing repeat calls and escalations.
Key Results
- NPS Increased from 29 to 60: A 107% improvement in customer advocacy.
- Resolution Time Reduced by 40%: Faster issue closure and improved first-call resolution.
- Customer Complaints Dropped by 35%: Enhanced service quality and consistency.
- Agent Attrition Reduced by 25%: Higher agent engagement and job satisfaction.
