Our client, faced overwhelming customer inquiries, both in volume and complexity. These challenges significantly hindered their ability to respond and resolve customer queries effectively, leading to notable customer dissatisfaction.
Key Challenges:
High-Resolution Time
:
Due to the complex nature of customer issues, the average resolution time stretched significantly. This delay led to customer frustration and, ultimately, increased attrition as clients sought faster service from competitors.
Escalations
:
Without clear processes for escalating unresolved issues, the team faced mounting pressure and was unable to address critical customer concerns, leading to a rise in escalations and complaints.
Untimely Feedback
:
With priorities elsewhere, collecting timely customer feedback became an afterthought. The absence of proper feedback loops resulted in a lack of actionable insights into customer satisfaction levels, further deteriorating service quality and customer relationships.
How Lakson Helped
:
To address the client’s challenges, we formed a dedicated ten-member team specialized in managing customer queries, equipped with multilingual voice process capabilities to enhance communication and responsiveness.
High-Resolution Time: Due to the complex nature of customer issues, the average resolution time stretched significantly. This delay led to customer frustration and, ultimately, increased attrition as clients sought faster service from competitors.
Escalations: Without clear processes for escalating unresolved issues, the team faced mounting pressure and was unable to address critical customer concerns, leading to a rise in escalations and complaints.
Untimely Feedback: With priorities elsewhere, collecting timely customer feedback became an afterthought. The absence of proper feedback loops resulted in a lack of actionable insights into customer satisfaction levels, further deteriorating service quality and customer relationships.
How Lakson Helped:
To address the client’s challenges, we formed a dedicated ten-member team specialized in managing customer queries, equipped with multilingual voice process capabilities to enhance communication and responsiveness.
Skill Assessment & Recruitment
:
We conducted thorough skill assessments to hire the right resources. Our focus was on selecting individuals with strong communication skills, fluency in multiple languages, and expertise in handling complex customer enquiries.
On-Site Training
:
A comprehensive on-site training program was conducted, ensuring the team was well-versed in the client’s products and processes. This training empowered the team to resolve customer queries efficiently while maintaining high standards of service.
Work Management & Leadership
:
We established a daily work management schedule in collaboration with the team leader. This ensured smooth operations, prioritised tasks and optimised resource allocation, enabling timely responses to customer enquiries.
Transparent Performance Reporting
:
To ensure accountability, we implemented a transparent process for real-time performance reporting. This provided clear visibility into key metrics and allowed us to monitor and enhance team performance continuously.
Customer Onboarding Team
:
Focused on welcoming and educating new customers, ensuring a seamless introduction to the client’s products and services.
Upselling and Cross-Selling Team
:
This multilingual team specialises in identifying opportunities to promote additional services, helping to increase revenue and customer satisfaction.
Customer Retention Team
:
Tasked with identifying at-risk customers and implementing proactive strategies to retain them, ensuring long-term customer loyalty.
Complaint Handling Team
:
A team dedicated to resolving customer complaints swiftly and efficiently, reducing escalations and improving overall customer experience.
Skill Assessment & Recruitment: We conducted thorough skill assessments to hire the right resources. Our focus was on selecting individuals with strong communication skills, fluency in multiple languages, and expertise in handling complex customer enquiries.
On-Site Training: A comprehensive on-site training program was conducted, ensuring the team was well-versed in the client’s products and processes. This training empowered the team to resolve customer queries efficiently while maintaining high standards of service.
Work Management & Leadership: We established a daily work management schedule in collaboration with the team leader. This ensured smooth operations, prioritised tasks and optimised resource allocation, enabling timely responses to customer enquiries.
Transparent Performance Reporting: To ensure accountability, we implemented a transparent process for real-time performance reporting. This provided clear visibility into key metrics and allowed us to monitor and enhance team performance continuously.
Customer Onboarding Team: Focused on welcoming and educating new customers, ensuring a seamless introduction to the client’s products and services.
Upselling and Cross-Selling Team: This multilingual team specialises in identifying opportunities to promote additional services, helping to increase revenue and customer satisfaction.
Customer Retention Team: Tasked with identifying at-risk customers and implementing proactive strategies to retain them, ensuring long-term customer loyalty.
Complaint Handling Team: A team dedicated to resolving customer complaints swiftly and efficiently, reducing escalations and improving overall customer experience.
Business Impact:
Onboarding Customer Satisfaction improved significantly through our personalized approach, enhancing customer experience and ease of onboarding.
We achieved a 40% increase in customer retention and a 50% rise in the acceptance of value-added offerings, boosting both loyalty and revenue
