E-tailer Gets Customer Experience Makeover

The
Results

North End Teleservices, LLC (NET) engagement with the client resulted in an 80% decrease in escalations and workflow shift of existing staff allowing the client to focus on their core business. Parallel to reducing escalations, NET redesigned training to streamline internal processes and improved customer satisfaction resulting in a 97% CSAT rating and Quality Assurance scores above 90%. Additionally, NET has become fully integrated into the client operations and is empowered to make decisions the client used to make internally. NET assumed the new inventory program, proactively working with the client to forecast and identify new inventory for their managed retail service. This inventory program generated $1.5M in revenue at a cost of just 1%. 

The
Challenge

The client utilizes inbound, outbound, email and chat communication channels and is challenged by the seasonality of the their business. Issue resolutions have certain complexities due to various enterprise systems involved in order fulfillment.

Scope of
Services

• Process mapping and consulting

• Training material development and management

• Quality assurance process development and management

• Positive customer service experience

• Telecommunications process development

• Baseline measures and success targets

• Database development and management 

• Customer Relationship Management (CRM) development, customization and management

The
Solution

The client partnered with NET after utilizing two other contact centers but desiring a different level of service. NET improved the clients existing contact center process to increase customer and service representative satisfaction by implementing First Contact Resolution (FCR). FCR empowers service representatives fully resolve customer issues the first time. NET created comprehensive issue resolution documentation, processes, training, and a closed-loop exception handling system. The result is—exceptions are no longer outliers, they become documented resolutions and mainstream processes.

This document may not be distributed or reproduced without written permission.