Customer Support Case Study
One of our Financial Services clients in New York was facing attrition of customer support professionals and was finding it tough to maintain the ideal support turnaround time. The client dealt with financial products and their support center operated in a high call volume environment 24*7. As a customer-centric company in rapid growth mode, the client couldn’t afford slow resolution and long average speed of answer.
With several experienced support workers leaving the profile in the past few months and the shortage of skilled professionals that could solve queries in a speedy manner, the client requested us to prepare a sustainable support setup. These were the client’s four main concerns:
• Prepare a robust and responsive customer support ecosystem
• Improve support turn-around time for customers
• Setup robust policies to retain the top performers
• Achieve higher customer satisfaction through better ASA (Average Speed to Answer)
Find out how Infojini partnered with community colleges and local meet-ups in New York to hire young graduates for our client. Our 2-weeks transition program and customized screening helped the client bring down the ASA from 5 minutes to 238 seconds (3min 58s).
Related items
Digital Collaboration Platform for Parents And Teachers
Managing the school and handling parent communication simultaneously was the major challenge faced by our client. Merging the power of Montessori education and IT, Infojini has developed an Android and iOS app to make Montessori School’s daily management and communication with parents quick, easy ….
Staff Augmentation for Light Industrial Client
One of our oldest manufacturing clients based in Chicago (and its suburbs) needed a rapid-ramp up in production. Owing to surge in customer demand they required 50+ workers from different specializations including assembly line workers, material handlers, forklift operators, welders, machinists, CNC workers, packers, administrative…
Park Finder for Nature Lovers
Infojini created a way finding app to help the park visitors with the wayfinding in the parks and provide information about the amenities and activities available inside the park. Type of work NodeJS – SailsJS, PostgreSQL, iOS, Android Industry Parks and Recreation app screens The…
ADA compliance implementation
Maryland based local government agency wanted to implement ADA compliance for their website. We followed a systematic approach of carrying out an Accessibility audit and then carrying out remediation. Download the case study to know more Stay in the Know!Sign-up for our emails and…