Leading North American Technology Player Improved CSAT And Saved Costs By Reducing AHT Of Service Calls

One of our clients is a diversified public North American technology company operating primarily in the field of hardware components as well as software and related services to consumers. Our team has supported the client with call quality evaluations for over a decade. During this association, it was observed that the service team in one of the bigger business units was struggling with an increasing Average Handle Time (AHT). This led to additional cost pressures for the operations, and the overall CSAT (Customer Satisfaction) was also negatively impacted.

Bill Gosling Outsourcing paired with our Client to eliminate inefficiencies in their processes and improve the service experience for their customers.

Bill Gosling Outsourcing collaborated with our Client to develop new technology and communication strategies that emphasizes the customers’ experience, while increasing efficiency and reducing operating costs.

In this case study, we look at:

• Pinpoint the reasons contributing to the long call duration
• Identify the factors related to agents and devise an improvement plan
• Study the process and identify areas for improvement in the workflow
• Propose process and people improvement plans for reducing the Average Handle Time (AHT)

Download this case study to learn more about how we helped a global logistic provider increase efficiency and lower staffing requirements through interactive virtual communications (IVC).