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
Case Study – Government Agency
About our Client A large government agency of the state government, works on information technology solutions. Our client invested 5000+ resources to modernize their legacy infrastructure. Modernization objectives included implementation of a robust cloud road-map and web based document management. Challenges To hire and deploy…
Montessori School
The existing website of the school was outdated. The client wanted to use the latest technology and better user experience to make website attractive to prospective parents. Our UX team gave it a modern look and simplified the navigation. Type of work WordPress Industry Education…
Digital Event Management
Improving and streamlining communication between sponsors, organizers and hosts was the main idea behind developing this app. Infojini helped the client with a comprehensive event management system by developing native iOS & Android App and a CMS for admin to handle the end users and…
Cloud Migration
Maryland based local government library wanted to move their web application to cloud as they wanted to outsource the hosting and maintenance work of server management and achieve higher availability of servers and web application. We migrated the website from on premise hosting to Amazon…