Knoah enables a multinational networking and telecommunications equipment and services company to deliver omni-channel customer support offerings including social engagement and ecommerce support in North America
The client was already offering voice and e-mail support channels to its customers in
North America through an outsourced contact center. Anticipating the demands that
business growth would put on their customer support
| channels,the client was interested
in exploring whether there might be a more flexible service provider with the ability to
deliver a full range of contact center engagement options for their customers at possibly
While many large and established outsourcers participated in the resulting RFP (some with more than 40,000 employees), after a rigorous selection process, Knoah Solutions was awarded the project on the basis of its people, processes, experience, technology and an attractive rate. Knoah Solutions winning proposal involved the use of its
onshore contact center in Las Vegas and its offshore command center in Hyderabad,
coupled with a turnkey system of custom technology including CRM software with CTI
integration, advanced telephony system with post-call IVR survey and Knoah’s cloud-
based workforce optimization tool – Knoah’s Ark – all at highly attractive rates.
The Knoah Solutions team took approximately 30 days to transition customer support
operations from the previous vendor. In addition to introducing a more mature delivery
process that included Quality Evaluations, CSAT opportunity analysis of 100% DSAT
surveys, Process and Policy compliance Audits, Knoah also introduced a new CRM
software suite to manage the workflow. The flexibility of the new CRM software enabled
the Knoah team to lower average handle time and improve tracking and resolution of
cases. For continuity, the team delivered a seamless migration of the old CRM data
to the new CRM software. Leveraging proven expertise in telephony infrastructure,
Knoah Solutions also helped the client develop a more effective IVR which included
automated post-call customer satisfaction surveys and CTI enabling “screen pops”. The
CTI enabled customer data to be directly brought to the agent screen reducing Average
Handle Time (AHT) and improving overall customer experience.
After delivering higher customer satisfaction and improved KPIs on the Voice and email
channels than the client had experienced previously, Knoah introduced its chat expertise
to the client and started offering all the three channels – Voice, email and Chat on the
program within 3 months.
As the program matured, Knoah continued with its consultative approach and proposed
providing Social media monitoring for the client. Social Media Monitoring involves Knoah
monitoring a variety of Social Media sites including websites, twitter and blogs, collecting
all the information being mentioned about the client and its products, aggregating and
organizing the data and then reporting on it in a concise way so that the client could
address existing and potential issues before they got out of control. Knoah team tracks
this information and reports on it at regular intervals providing customer feedback trends
and also sentiment-wise breakups of customer feedback (positive, negative or neutral)
. Knoah is now in process of completing the Social Media support process by directly
responding to issues that are identified.
Based on the success on this program, Knoah has been recently tasked with providing
eCommerce support for the client’s new ecommerce website which sells phones and
accessories directly to the public. Knoah is providing online chat support to answer
questions and to insure a smooth and effective customer experience.
After partnering with Knoah Solutions, the client was able to:
- Achieve record breaking Customer Satisfaction and better KPIs at a lower cost
- Leverage Knoah’s quality tools, agent training practices and matured processes to deliver an enhanced multi-channel customer support experience
- Gain more insights on its customer support effectiveness through Knoah’s specialized CSAT opportunity and compliance audit reports
- Understand overall customer sentiment towards the brand and feedback on post sales support social media monitoring
Our results, management team, software platform and flexible partnership approach has led our client to expand the scope of our QA responsibilities outside of Sales, Retention and Collections.
Knoah Solutions’ technology, skilled agents, matured training programs, quality
assurance including cloud based QA tool and telephony infrastructure expertise resulted
in the client achieving higher customer satisfaction at a lower cost. Within 80 days,
Knoah Solutions was able to surpass the incumbent vendor’s KPI performance at a cost
that was 25 percent lower thereby delivering greater value for the client.
Today, Knoah Solutions handles all contact channels – Voice, email, Chat, Social Media
Engagement and is part of soon to be launched ecommerce offering as well.
A multinational telecommunications equipment maker with its headquarters in China and US HQ in Texas
Knoah’s Service Offering/Channel
Multilingual voice support, chat and email channels; Social media engagement program and ecommerce support,