| Overview
With over
350 stores in the UK and Eire and 50 franchise stores overseas,
the client happens to be a leading UK based apparel and
furnishings retailer. A pioneer in both telephonic and online
Directory/Catalogue retailing, the client constantly improves
her customer service with initiatives such as Next-Day-Delivery.
The client's key objectives for outsourcing to Intelenet
included:
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Providing high levels of customer service |
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Reducing call time to minimize call center costs
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Bringing efficiency to the overall directory business
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Business Case
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Intelenet was outsourced the inbound directory
services and order taking processes for end customers
based out of the UK |
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Intelenet was to ensure top-class agent quality
in terms of language and cultural skills |
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The telephony and other systems had to be robust
with no latency |
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The quality of Intelenet's solution had to match
that of the client's call center in the UK |
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Intelenet had to met the required ASA of 80% calls
in 20 seconds at a quality level of 85% |
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The expected AHT was 156 seconds with 23 calls
per hour |
Intelenet's Solution
Intelenet deployed a robust network with physically and logically isolated LANs. Industry best technology and software solutions were used to handle the processes at a system availability rate of 99.99%.
With the high agent quality expected, stringent quality management was put into place using quality and call standards developed with the client's input and a client specific template. Each agent was monitored regularly for voice, accent, compliance, procedure and soft skills and provided with constructive feedback on the same.
Intelenet also deployed a customized training program called Come Feel Britain to ensure culture sensitization and accent neutralization.
A dedicated quality assurance team worked with the operational team leaders and managers to impart ongoing coaching to the agents.
Business Value
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Exceeded all parameters as compared to the UK team
in training |
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Intelenet constantly met and exceeded SLAs maximizing
client and customer satisfaction, thus strengthening
relationships with the client |
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Massive 20% reduction in Average Handle Time (AHT)
due to the superior agent quality |
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Consistently exceeded SLAs and performance expectations
to eventually handle 86% of the total calls |
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32% agent reduction leading to a direct cost benefit
to the client |
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Starting with a modest 3, the outsourced processes
were ramped up to 15 including back office processes
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Continuous process improvements were done resulting
in a steady rise in productivity |
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As per Voice of Customer VoC surveys, customer
satisfaction ratings for Intelenet agents were on
par with the agents in the client call center in the
UK |
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