Transforming insights into action

Our client is looking at ways to improve performance and reduce the cost of customer service

Being recognised as one of the leading company in the shipping industry, our client realise the importance to sustain top quality to their clients for every services provided. They are looking at ways to improve performance and reduce the cost of customer service.

Our Solutions

We offer an initial assessment in their service centre:

Best Service is No Service: We used this methodology to improve on the company. The practice is taken from our LimeBridge partner where focus is on simplifying, automating and eliminating customer interactions.
*It was a proven practice that we have implemented successfully for the past 10 years to help organisation generate savings and increase customer experience.

Speech Analytics (Measure current state and analyse process)
Apart from collecting feedback from the customers, another way of listening to the voice of customers is through collecting insights from their interaction.
Speech Analytics was used to identify the area of frictions, reasons for contacts to maintain the first-call resolution over time. The implementation for speech analytics platform may not be as simple as installing a software and start using it. Our team of consultants were activated to assist the company on the usage and fine-tuning of the tool to meet the business needs.

In the analysis stage, we listened in-depth for areas of improvement and training opportunities.

Strategy: With the results, we proposed an improvement strategy to the client. We provide insights from the analysis/observations and presented action plan showing the improvements that company can adopt for their future calls. This project kept the company aware of their current issues and give them a stronger foundation to eliminate certain calls and deliver better customer experience within their service line.

Results

Our added values come from the capacity to create a digitization strategy once we classified the reason for contact and have helped the client to generate savings and increase the level of customer experience.

The company gain better insights to their customers’ needs and uses the strategy to enhance customer relationship. Some of the strategy they made use were:
1. implementing IVR on phone system  – where the filtering of the calls to the right agents allow them to spend lesser time with the customers
2. Streamline operations through self-service options, automated transfer etc- helping them to reduce calls and improve average handling time(AHT)

Contact us to transform your voice of customer actionable insights!