Delivering brand through an outsourced partner

the challenge

Delivering a consistent customer focused experience that supports strategic business goals across Europe, Middle East and Africa.

the results

• 50% reduction in complaints
• 10.5% increase in customer satisfaction
• 11.7% decrease in customer dissatisfaction
• 11.5% improvement in customers feeling valued
• 5.4% improvement in agents being informed
• Plus increase in First Time Resolution on technical enquiries

implementation

• Analysis and design of customer interactions that supported brand advocacy and business metrics of revenue, cost and satisfaction
• Integration of differentiated customer proposition into HR infrastructure, learning and development, customer interactions
• Induction, rehearsal, hands on management, ongoing coaching
• Knowledge transfer through train the trainer across EMEA

differentiator

• Ambassadorial knowledge expert at each outsourcer subsidiary
• Goal focused dialogue - always an end point that supports business and customer - e.g. self serve
• Blended product, process and interaction skills for induction purposes
• Reduction and simplification of customer / partner touchpoints