Leveraging Nearshore Support to Improve Service Levels and Drive Retention
Opportunity
The client was struggling to provide customer care in a cost-efficient manner. The demand for service stretched the client’s onshore in-house team beyond its limits. Customer calls were not being answered in a timely manner, created frustration that negatively impacted the user experience. The effect on service levels, in turn, posed a threat to customer retention.
Solution
Our nearshore strategy immediately addressed the question of labor arbitrage. We were able to put in place a bigger support team for a lower cost. The approach entailed using agent groups who were dedicated to specific lines of business so that focused attention could be provided to each: customer care, order entry, and inbound sales calls. There was also a vetting process for agents since this program entails the private financial information of individuals and corporate entities.
Results
The client’s expectation was for an average quality score of 90%. Our team regularly hovers at the 95% mark. We have exceeded the second requirement of answering 80% of calls within 20 seconds and the team has also met the mark on average handle time. The increased satisfaction level among customers not only benefits retention rates, it also opens the door to potential upselling and cross-selling opportunities.
