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 automated processes in remote management, deployed a visual tool support, and training materials to enable a fast transition. After training, our team was equipped to respond to technical queries round-the-clock and resolve issues confidently. As a result, we were able to attain high service level targets and maintain high-performance ratings along with the best performing centers in the world. We also achieved a 93% overall customer satisfaction index. In 2018, we were recognized as the second-highest in Southeast Asia for the client's customer satisfaction index survey.