E2E Customer Experience-Case

Problem Statement:

TTG executive led call centers that supported 19 million eCommerce customers, 15 million calls per year, 6.5 million emails and 400,000 text chats. At outset service levels were low and consistently did not meet target service levels. Online adoption was growing at 24%/yr with eCommerce representing the fastest growing customer segment of the company. Customer service was struggling to keep up with growth.

Issue:

New online products were frequently launched with little impact analysis on call volume and volumes would temporarily experience extreme surges and then level at a new high.  Good customer service was a core value of the Bank’s sales strategy but the service centers were not meeting the promised expectations.

Solution:

Introduced new call management technology to better balance call volumes across the twelve domestic sites. Instituted rigorous volume forecasting process. Expanded training and incentives so representatives could handle a broader variety of calls. Eliminated small inefficient call center teams dedicated to single lines of business. Established agreements with peer call centers to rout simple calls to their centers during periods of extreme surge. Established off shore contact centers to handle email and text messages increasing capacity onshore.

Results:

Increased flexibility to handle call volume surges and reduced need to over hire for the surges. Consistently met service levels for phone, email and text chat sales.  Increased training, job enrichment and compensation for reps. Reduced unit cost by 15%. Reduced employee turnover by 12%. Customer Satisfaction scores increased.

How TTG Can Help You: The same expertise and thinking that drove those results would be deployed against your E2E Customer Experience Improvement problem. We will partner with you to create solutions that meet your needs, and fit your organization’s capabilities to execute.