Case Study

Outsourced Customer Services

The Challenge

A global prestige kitchenware company engaged with iContact BPO to provide a customer relations support solution for its online retail operations in North America.

Two key challenges the client needed solved were the high call abandonment rate by customers, largely due to long hold times, and delayed responses to e-mail enquiries – both of which had the potential to damage the brand’s reputation. The client was looking for a specialist outsourced team that could actively respond to customer enquiries and deliver first-time resolution.

The Solution

iContact was tasked with setting up a dedicated customer relations support team using voice and e-mail as the primary channels for handling customer queries pertaining to orders, tracking, product information and warranty fulfilment.

Experienced customer relations specialists with strong skills in delivering superior customer experience were recruited. A comprehensive and customised training programme was rolled out to fast-track the speed to competence for the team, in conjunction with setting up the quality assurance function. The team was tasked not only with resolving and handling enquiries, but also enhancing the brand’s reputation as customer-centric and responsive.

Results

Following an initial training period of 10 days in a hybrid-learning environment, supported by a 10-day nesting period to ensure brand alignment, the team made an impact from the very first call received.

Within the first month, a 100% improvement was experienced in abandonment rates and response to e-mail queries. Even with a doubling up in inbound call volumes, abandonment rates remained exceptionally low.

Currently, the average hold time has been reduced from 500+ seconds to under 60 seconds.

Calibrated quality assurance results have been above 80% and after 100 trading days, is above 90%.

The results are evidenced in our client’s testimonial:

“Here is what iContact isn’t – a typical contact center. From our earliest conversations, it has been clear that they would be a trusted partner and that they would earn this distinction. Their flexible approach to finding solutions have uniquely positioned them to help us solve complex problems.”
Manager: Sales Operations & Support, Pleasantville, NY (US)

The results are evidenced in our client’s testimonial:

“Here is what iContact isn’t – a typical contact center. From our earliest conversations, it has been clear that they would be a trusted partner and that they would earn this distinction. Their flexible approach to finding solutions have uniquely positioned them to help us solve complex problems.”
Manager: Sales Operations & Support, Pleasantville, NY (US