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Knoah’s strong analytical capabilities help a US Cable telecommunications giant improve KPIs for the chat channel

The Problem:

The client was frustrated by the chronic underperformance of an existing BPO provider on their technical support chat channel. Specifically they were not able to move KPIs like CSAT/DSAT or FCR into acceptable ranges. They attributed the lack of progress to:
  • Ineffective use of chat tools and applications
  • Inability to effectively understand culture and language of end customers
  • Lack of chat experience in the agent/management team
  • Inability to analyze and assess reasons for KPI misses and operationalize them on the floor

The client selected Knoah Solutions in May 2011 because of its track record in delivering high performance chat, particularly in the B to C telco space. The mandate was to deliver a more robust, scalable and professionally managed customer e-support solution (web chat and email) in an attempt to achieve a new level of chat results so they could focus on growing the use of chat within their customer base and realize additional cost savings over voice support.

The Solution:

In order to get to the bottom of what was causing problems with the prior vendor, Knoah did a deep dive analysis on the chats to determine what was causing this intense customer dissatisfaction. Knoah used the client’s existing tools and infrastructure to perform a detailed analysis of chats that resulted in dissatisfied CSAT scores. This effort yields a detailed breakdown on where the dissatisfaction is coming from so we can isolate on issues that can be addressed by the agents and also recommend improvements to the client on their processes and products. From there we were able to design appropriate training, coaching and management controls that would insure better results for our incoming chat team. The transition took several months but the benefits were tangible and as a result, customers are using the chat channel in significantly greater numbers with high satisfaction. Here are some of the key values Knoah brought to the client engagement:

  • Strong analytical capabilities - Knoah classified customer dissatisfaction based on issue types.
  • Information sharing culture - Knoah shared learnings from live scenarios with hiring,training and management teams
  • Focus on agent improvement - Knoah focused on disciplined and steady performance improvement on the KPIs while employing additional support in the form of a dedicated language coach.
  • Ability to add sales activites to support task - Our training also helped improve skill sets of representatives with technical backgrounds to make effective upsell offers during customer interactions to further improve the ROI of the program
  • Ability to enhance customer education - Knoah’s data analysts identified non-agent errors and uncontrollable factors, which improved the quality of communication with customers
  • Effective reporting capabilities - Knoah implemented weekly reviews, quarterly business reviews, and sought reviews conducted by the management staff of the client

Results:

All of these factors came together to directly improve CSAT scores by 8 points and decrease DSAT scores to single digits. The client was able to:

  • Deliver high-quality, low cost offshore support to their customers after Knoah did the analysis of the high DSAT scores, spotted agent opportunities, client opportunities, and uncontrollable factors.
  • Experience streamlined processes and smooth functioning of chat operations because of Knoah’s expertise in delivering chat support and an emphasis on regular reviews
  • Increased upsell sale results due to Knoah’s training of agents, since they could now spot up-sell opportunities during customer interactions
  • Increase chat usage among customers by over 50%
 
Client
The client is an American cable telecommunications company that operates in 29 states.
 
Industry Vertical
Telecommunications / Internet Services Provider
 
Knoah’s Service Offering/Channel
Technical Support and Customer Service - Web Chat and Email
 
Solution Delivered
Improved chat analytics, 360 degree agent performance lifecycle management to drive improved KPI performance.
 
Add-ons/Value Adds
24/7 cloud-based reporting


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  • ccw-new-logo

    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.