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Project Details

An IT firm that sells ERP software to business organizations sought a solution to enhance customer support and satisfaction.

This was the company’s first experience with outsourcing, and the cooperation model evolved to meet both parties’ needs. Alongside main KPI goals, new tasks emerged, requiring rapid adaptation and flexible work processes.

Project Name
IT Call Center
Client
Softbeats (Pvt.) Ltd.
Category
Email Support,Inbound,Outbound
Location
Pakistan
Year
2021

Key Requirements

Proficiency: Agents needed to be adept in both technical knowledge and interpersonal communication.
Fluency: Ensuring clear and effective communication with business clients.
Stable performance: Maintaining profitability through efficient and effective support operations.
KPI Goals and Achievements: Increasing customer retention rates, stabilizing profit per unit time, and enhancing customer loyalty.
Raising CSAT: Elevating the CSAT score from its initial low level to an acceptable standard.
Team Effectiveness: Managing objections and complaints professionally to maintain high team performance.

Solution

The Assistifier team handled over 8000+ interactions per month, surpassing expectations and targets. The partnership led to the expansion of support into three divisions: Inbound Support, Outbound Support, and Email Support. By clearly dividing labor, we ensured concentrated and quality performance. Intensive training sessions and a revised support model resulted in numerous achievements and industry-leading results.

Achievements

Customer Retention Rate: Achieved a 30% retention rate, often exceeding project goals.
Efficiency in Call Handling: Exceeded the target number of interactions per hour by 0.2.Reduced
Call Duration: Streamlined post-interaction processing to reduce average call duration.
CSAT Improvement: Increased the CSAT score from its initial low to 75% through effective scripting and soft-skills training.
Net Promoter Score (NPS): Achieved a 56% NPS, setting a record among all support departments.

Tasks We Fulfilled

Inbound Call Handling: Addressing customer inquiries and providing general product information.
Outbound Call Handling:Managing follow-ups, renewals, and clarifications with customers.
Email Support: Assisting with technical issues, minor software alterations, and license management via email.
Subscription Management: Handling subscription expiry notifications and renewals.
License Management: Managing software licenses and ensuring compliance.
Technical Support: Providing assistance with product usage and troubleshooting.

Results

Assistifier successfully met the IT firm’s goals, significantly enhancing customer satisfaction, stabilizing retention rates, and ensuring target profit levels. Our team developed effective communication solutions, training models, and quality assurance processes, delivering high-quality support services 24/7/365 globally.

  • Effective division of labor and intensive training resulted in exceeding project goals.
  • Significant improvement in CSAT and NPS, setting industry records.
  • Comprehensive support operations, including inbound, outbound, and email support, ensured customer satisfaction and retention.

Key Requirements

  • Proficiency: Agents needed to be adept in both technical knowledge and interpersonal communication.
  • Fluency: Ensuring clear and effective communication with business clients.
  • Stable performance: Maintaining profitability through efficient and effective support operations.
  • KPI Goals and Achievements: Increasing customer retention rates, stabilizing profit per unit time, and enhancing customer loyalty.
  • Raising CSAT: Elevating the CSAT score from its initial low level to an acceptable standard.
  • Team Effectiveness: Managing objections and complaints professionally to maintain high team performance.

Solution

The Assistifier team handled over 8000+ interactions per month, surpassing expectations and targets. The partnership led to the expansion of support into three divisions: Inbound Support, Outbound Support, and Email Support. By clearly dividing labor, we ensured concentrated and quality performance. Intensive training sessions and a revised support model resulted in numerous achievements and industry-leading results.

Achievements

  • Customer Retention Rate: Achieved a 30% retention rate, often exceeding project goals.
  • Efficiency in Call Handling: Exceeded the target number of interactions per hour by 0.2.
  • Reduced Call Duration: Streamlined post-interaction processing to reduce average call duration.
  • CSAT Improvement: Increased the CSAT score from its initial low to 75% through effective scripting and soft-skills training.
  • Net Promoter Score (NPS): Achieved a 56% NPS, setting a record among all support departments.

Tasks We Fulfilled

  • Inbound Call Handling: Addressing customer inquiries and providing general product information.
  • Outbound Call Handling: Managing follow-ups, renewals, and clarifications with customers.
  • Email Support: Assisting with technical issues, minor software alterations, and license management via email.
  • Subscription Management: Handling subscription expiry notifications and renewals.
  • License Management: Managing software licenses and ensuring compliance.
  • Technical Support: Providing assistance with product usage and troubleshooting.

Results

Assistifier successfully met the IT firm’s goals, significantly enhancing customer satisfaction, stabilizing retention rates, and ensuring target profit levels. Our team developed effective communication solutions, training models, and quality assurance processes, delivering high-quality support services 24/7/365 globally.

Key Points

  • Effective division of labor and intensive training resulted in exceeding project goals.
  • Significant improvement in CSAT and NPS, setting industry records.
  • Comprehensive support operations, including inbound, outbound, and email support, ensured customer satisfaction and retention.

Project Summary

The IT firm partnered with Assistifier to enhance its CRM software customer support, resulting in remarkable improvements in customer satisfaction, retention, and profitability. By implementing a robust support model, intensive training, and effective communication strategies, Assistifier successfully met and exceeded the firm’s goals, setting new standards in the industry.

Summary Results

The IT firm partnered with Assistifier to enhance its CRM software customer support, resulting in remarkable improvements in customer satisfaction, retention, and profitability. By implementing a robust support model, intensive training, and effective communication strategies, Assistifier successfully met and exceeded the firm’s goals, setting new standards in the industry.