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Knoah delivers seamless multi-channel customer support with integrated CRM solutions to a consumer electronics product company

The Problem:

The client is a manufacturer of electronic gadgets and devices such as tablets, mp3 players, Bluetooth headsets, mobile and video cameras, which are marketed under different brand names. Customers of these products are directed to the company helpline for support, rather than
the retailer.Prior to engaging with Knoah, support was being provided in-house, and the client was facing the following challenges:

The client had been managing call center operations which was cost intensive and lacked sufficient oversight on key service levels. The lack of formal call center management expertise in terms of staffing, training, and knowledge management made it difficult to support their growing customer base. As a result, significant numbers of calls were getting abandoned and the client was facing difficulty in staffing and training to meet the customer demand and avoid costly product returns and brand damage. The client needed a professionally managed infrastructure to handle the queuing, routing and management of high volume of calls that were coming in. They were keen to partner with a contact center service provider that could enhance and streamline their contact center functioning and processes across all channels.

The Solution:

Knoah began the engagement by helping the client set up an Integrated Voice Response (IVR) system, in conjunction with streamlined call distribution and call handling procedures. A complete, modern call center telephony infrastructure was put in place that could handle the load and provide all the statistics required to support staffing and management of the agent team.

Knoah also identified opportunities for improvement of training processes and supporting training collateral. We studied the clients’ product manuals and then using our teams’ training curriculum development experience, Knoah prepared a comprehensive formal training plan and put together the required coaching material for production agents.

Knoah also implemented internally developed customer relationship management (CRM) tool that ensured better tracking of customer interactions so future customer issues could be more quickly and effectively handled and reported on.

Results:

  • Successful execution of a comprehensive and efficient call center system strategy. This end-to-end project included: identifying the appropriate technology, setting up call center telephony infrastructure and instituting the entire customer management methodology.
  • Training and coaching agents to support various diverse product lines like tablets, MP3 players etc. During the training process, agents were familiarized with more than 500 different models across a total of 150 devices.
  • The CRM tool created by Knoah helped agents manage customer calls better. The tool has been modified to handle customer queries more efficiently. The tool can capture voice mails left by customers in case they are busy and can’t wait till the agent answers the call. These issues are usually responded to later via e-mail.
  • With more products being sold during Thanksgiving and Christmas, additional support was a key requirement. Apart from the 20 agents already on the account, Knoah was able to more than double the number of agents to handle peak season customer support.

The client has plans to grow their online chat support as the next layer in their on-going call center strategy to take advantage of the cost savings of that channel. This will lend to significant cost savings when existing agents can handle more customers using the support of chat capabilities.

Conclusion:

During this engagement, Knoah provided the client with trained resources and world-class call center infrastructure and reporting. Knoah integrated our telephony system into the client's environment and were able to deliver all of the reporting on call volumes that was needed to properly staff. Knoah developed training material, built the team that could handle call volumes properly and extended hours of operations which led to better customer satisfaction as well as lower cost per contact.

By improving staff coverage with effective workforce management and volume forecasting, Knoah helped the client minimize customer dissatisfaction due to wait times during the busy holiday seasons.

 
Client
A leading manufacturer of affordable consumer electronics products committed to offering the latest technology and the highest quality goods at affordable prices. Since its founding in 1988, the company has consistently delivered to market a full line of products that incorporate unique styling, high quality, and new technology. Their innovative products are found at many retailers in the United States and Canada.
 
Industry Vertical
Digital Consumer Products
 
Knoah’s Service Offering/Channel
Technical Help Desk, Voice, Email and Chat Support.
 
Solution Delivered
Call center telephony infrastructure, Integrated CRM solution, End-to-end multi- channel support processes and practices out of our offshore delivery facility.
 


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Events

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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.