A major consumer electronics provider was looking to outsource their inbound tech support operations that cater to the technical queries and issues faced by their customers in Southeast Asia.
Within 12 weeks, we hired and trained over 100 CX agents to be fully certified on products and processes. We rose to the challenge as always and automated processes in remote management such as visual tool support as well as training materials to enable a fast transition. After training completion, our round-the-clock team was equipped to respond to technical queries and resolve issues confidently.
As a result, we were able to attain high service level targets and maintain high-performance ratings in line with the best performing centres in the world. We also achieved a 93% overall customer satisfaction index. In 2018, we were recognised as second-highest in Southeast Asia for the client's customer satisfaction index survey.