Case Studies

Problem Statement

A leading digital wallet company approached us to improve their customer response time across channels

Solution

Redesigned the IVR system with introduction of USSD. Used canned responses for non-voice channels (email and chat support). Real time monitoring of key call drivers

Impact

Reduction of over 40% in TAT for non voice support channels

Call answering levels improved by 90%

Project Overview

Processing 8 million calls and managing 75 vendors for an online shopping network with a pan India distribution network.

Solution

Designed an intranet based package enabling workflow management of critical issues to relevant departments for quick resolution.

Impact

Achieved steady increase in FCR from 64.09% to 76.48%

Maintained 20% higher product delivery rate compared to other centers

Problem Statement

Low sales conversion (12%) and NPS scores (-25%) for a leading Fintech company providing business loans to SMEs

Solution

Deployed account management model to drive collections, renewals & upsell of additional working capital requirements. Automated data capture from financial statements for loan disbursal.

Impact

Increase in sales conversion from 12% to 26%

Increase in NPS from (-25%) to 37%

Problem Statement

An interactive entertainment company was struggling with high response times and low CSAT while ramping up from 6 to 26 centers.

Solution

We introduced a centralized helpdesk with standard SOPs and effective call routing with integrated IVR. We started a TAT driven escalation matrix for quick closures.

Impact

40% increase in customer satisfaction scores

Achieved over 50% improvement in call answering levels