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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 Problem:

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 better rates.

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 Solution:

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.

Results:

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.

Conclusion:

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.

 
Client
A multinational telecommunications equipment maker with its headquarters in China and US HQ in Texas
 
Industry Vertical
Telecommunications
 
Knoah’s Service Offering/Channel
Multilingual voice support, chat and email channels; Social media engagement program and ecommerce support,
 
 


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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.