Client Overview :
The client, the first to share free Forex information over the internet, is an award winning, global company with over 23 years of experience in the industry
Definition
- Quality Management System
- Single channel approach only voice support
- Structured analytical model
- Metrics to define customer experience
- Single source of information
Solution
- Deep dive analyses to gauge customer experience and FCR
- Manage reporting
- Track productivity
- Create custom training & delivery modules
- Multi-channel support
- Seamless cross-channel communication
- Build proprietary tools
- Outbound calls for complete thorough resolutions
Impact
- Improve CSAT Score by 95%
- Multilingual Customer Support
- Increased outreach
- 73% of personnel are off-site
- Reduced operating costs
- Continuous skill enhancement
- Maintaining business standards
- Greater regulatory compliance
