Streamlining Contact Centre Operations
Streamlining Contact Centre Operations
Challenges
Our Client’s Customer Satisfaction Survey (CSAT) revealed that their customers were hugely disappointed with the voice support being provided. Correspondingly, their voice support staff constantly complained about the overtime and high call volumes leading to constant attrition & low morale.
- Too many hotline numbers, that were confusing to the customers.
- Poor IVR flow with limited self-service options.
- High call volumes were being recorded to one of the hotlines where majority of them were non-affiliated customers.
Synergy Solution
Process gaps & waste were measured and monitored during the study window.
KPIs were redrafted and re-measurements established based on process suitability.
Using our simple ASTRA process enhancement framework, Synergy conducted detailed process walkthroughs, placed mystery calls and performed on-site observation of staff handling calls.