Connecting the dots with intelligent analysis
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A global networking products provider has improved customer satisfaction (CSAT) and first call resolution (FCR) rates by partnering with CSS Corp, which began in 2003. Through root cause analysis of customer dissatisfaction and proactive initiatives, CSS Corp has successfully transformed from a vendor to a trusted partner, significantly impacting service experience. This partnership has led to the identification of key failure points in customer service, enabling corrective actions and ultimately exceeding CSAT and FCR targets.
Connecting the dots with intelligent analysis
- 1. Tracing the problem to its origins is helping a global networking products provider enhance customer satisfaction (CSAT), first call resolution (FCR) rates, and in turn service experience Connecting the dots with intelligent analysis What began in 2003 as an engagement to provide technical support for one product line has today grown into a long-term partnership to support a wider range of products while consistently improving CSAT and FCR scores. The key factor that enabled CSS Corp to achieve this is its team’s continuous and relentless strive to provide valuable and actionable insights, recommendations and corrective action plans to the client. Proactive initiatives like this have made us their partner of choice. CLIENTSUCCESSSTORY
- 2. Customer service can determine the failure and success of an organization. Critical as it is, often, customer service issues go unnoticed until a crisis occurs. One way to avoid a crisis situation is by proactively determining the root cause of customer dissatisfaction. Based on this data, corrective action plans can be arrived at. This will not only reduce the occurrence of such problems, but also significantly impact long-term customer satisfaction and loyalty. It is insights from the root cause analysis of customer dissatisfaction data that is helping a global networking products provider improve customer satisfaction (CSAT) and first call resolution (FCR) scores. About the Client A global provider of computer networking products and other computer hardware for home and business use. Client Situation Having adopted the traditional long-term exclusive outsourcing model initially, the company was now looking to adopt a multi sourcing model to create a healthy competitive environment and ensure business continuity in case of any trouble with one partner site. The company chose CSS Corp as their partner and provided us with a clear mandate to improve CSAT and FCR. The CSS Corp Solution We began by providing technical support solutions for one product line with a small pilot team of 25. This soon expanded to include a broader product range. We achieved this with our focused approach towards CSAT and FCR. Our approach to improve CSAT The CSS Corp team began by analyzing the customer dissatisfaction survey data with a root cause analysis, as soon as it was received. This analysis helped identify the key points of failure in customer experience. Next, we categorized them into three broad categories of people, product, and process. Within these categories, the team further divided the CSAT failure data into specific subcategories for further analysis and tracking. Armed with this detailed report, the team ensured that the agents were coached immediately on people failures. Repeat offenders were tracked to reduce failings in this category. Further, the team analyzed the points of failure in the product and process categories and classified the root causes under controllable or non-controllable buckets. These findings were then shared with the client to improve the overall customer satisfaction in these categories. Our approach to improve FCR We proactively formed a knowledge engineering team to analyze data on call types, product issues, and process limitations in detail to provide meaningful insights and recommend action plans to the client. This initiative of ours has won us the client’s appreciation. Our dedicated knowledge engineering team routinely reviews the training needs and shares improvement suggestions with the training team. In addition, supervisors, based on the analysis of CSAT failures, ensure that agents are coached or undertake refresher training. We deployed a dedicated email team to support all out-of-warranty customers. Open cases were closely tracked to ensure that each issue is resolved as quickly as possible. To ensure full resolution, we directed the agents not to leave any case open without the supervisor’s approval. Further, Six Sigma projects were carried out to improve Net Promoter Score (NPS) and Customer Weighted Score (CWS) also helped improve CSAT as there is a positive correlation between these metrics. Business Outcomes Our detailed analysis and rigorous follow-ups have helped us achieve and exceed CSAT and FCR targets. One of the key highlights of this engagement is the deployment of a dedicated knowledge engineering team. This team has continually provided the client with valuable insights that helped their product engineering team. From being a vendor, today CSS Corp is a trusted partner. Our ten year relationship with the client substantiates the value we continue to deliver. For more information, please mail us at info@csscorp.com