A global technology giant specialising in online payment processes was looking to engage with a CX vendor to support their growing business needs in Asian markets. The client also required CX specialists fluent in English and Mandarin.
To scale and support the sales growth, we took advantage of our strategic location in Asia to hire experienced CX multilingual talents. Our L&D experts designed induction and training programmes to train the team within six weeks. Customer touchpoints were also identified and evaluated by the CX team to create an intelligent, agile programme that would prioritise high-value selling opportunities.
Within six months, the team expanded from 13 to 80 CX specialists. After one year, the team reached up to 160 CX specialists covering six different specialisations such as Global SMB support, Risk Tier 1 and Underwriting, Account Lockout, and Sales.
The team also produced a new benchmark by achieving a 0% attrition rate for the first 13 months and a 100% graduation rate. More importantly, we surpassed the CSAT minimum rating of 85%.