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Customer Experience (CX) Case Study

Improving our client’s CSAT by 15%, whilst also saving them £155,000 every year. 

Issue

This retail brand’s customer service provision was an expensive department, with a headcount of 15 people required to facilitate operations. They ran an internal & UK outsourced solution, and wanted to reduce this cost, whilst improving the customer experience.

Approach & Analysis

Through analysis and stakeholder engagement we built up a thorough understanding of the client, their business objectives, challenges, and their customers’ needs.

Investigations included:

Analysis

Analysis of the nature of customer contacts & root causes.

Investigation

Investigation into procedural amendments.

Data Capture

Obtaining data points through customer contacts.

KPI's

Developing a detailed understanding of customer experience KPIs.

Solution

We provided a dedicated team to manage all initial customer contacts, working closely with a very small core internal client team to deal with any complaints and escalations.

To ensure we met (and exceeded) the increased customer experience targets, we:

  • Implemented strategies to enhance customer experience.
  • Expanded daily operational times & improved occupancy.
  • Utilised robust training & knowledge capture methodologies.
  • Applied a detailed quality plan.

Impact

Through implementing identified CX strategies and managing the digital customer contacts for the client, we helped them achieve:

  • 15% increase in CSAT (customer satisfaction).
  • £155,000 annual savings.
  • 35% improvement to SLAs.

The remaining internal client team were freed up to allow them to focus their attention on growth strategies to improve conversion rates, and to build their AI use cases.

Our client was so impressed with the service provided, that they have since further entrusted Taskaler to manage their contacts via social channels, something they have never before had the confidence to outsource.

“Having an outsourcer that you can rely on, gives us more time to work on bigger tasks in-house, but this all comes with trust and that’s what we have with Taskaler."