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Knoah enables an American language learning software company with millions of customers in more than 150 countries to offer improved multi-channel customer support

The Problem:

The client needed to provide a low cost, highly responsive, multi-channel (voice, chat and email) support solution to assist customers that had purchased its industry leading PC and cloud based software platform for language learning. Its current offshore provider struggled to provide effective
management and infrastructure to handle their growing business and they needed to make a change.Client executives made it clear that they needed a partner with mature people, processes, technology and management oversight that would work in a collaborative fashion with their teams in the US and around the world. They needed the transition from the old provider to Knoah to go without a hitch to minimize any customer pain during the process. Finally, they needed the partner to be able to handle the scaling required during their busy holiday sales period every year.

The Solution:

Phase one of the engagement involved working with the client to come up with a rapid, 60-days implementation plan during which Knoah recruited and trained the technical service team of more than 100 people, including management and leadership for that group. This initial team was responsible for all inbound English chat, e-mail, and phone technical support -- over 10,000 inquiries per week. We also worked closely with their IT and tools teams to insure that all the transactions would be delivered to the agents without drops or outages and all reporting, both real-time and historical would be available to management from both teams.

After the initial (smooth) cutover from the prior outsourcing partner, It took roughly six months to optimize the performance of the new technical support team and have it achieve all KPI’s on a day-to-day basis. Knoah simultaneously revamped training, reviewed quality assurance scorecards, updated the recruiting / candidate screening processes, and made improvements to day-to-day management and coaching practices. When the client made the decision to move to a new CRM tool, Knoah supported them through the transition and focused on providing robust reporting, tracking of first call resolution (FCR) for the first time, creating new team dashboards and balanced scorecards for the agents. Knoah also developed training content to blend the workforce with processes, technology and analytics.

Results:

After partnering with Knoah Solutions to offer multi-channel customer support to end-customers, the client was able to:

  • Plan better for volume spikes with the more robust workforce staffing model that Knoah introduced
  • Drive overall operational excellence and be more in-tune with customer satisfaction and feedback, thereby maintaining high quality and compliance levels
  • Improve customer surveying capabilities so that customer support could contribute to a more enhanced service experience

Conclusion:

The client took full advantage of Knoah Solutions’ robust tools, agent training, skill sets and experience to take on the high SLA support they were looking for ensuring quality from their service teams. In the end we were able to build an offshore team that fit into the client’s business culture, corporate values and overall business goals. Knoah supported the client as a strategic partner throughout all the different stages of the engagement. Knoah’s emphasis on remaining flexible and its ability to embrace rapid changes and improvements in the client’s environment has led to better agent performance and improved customer satisfaction for the client’s customers.

Visual representation of key benefits

Before Knoah’s impact After
  • Operational challenges with existing general technical support team
  • No tracking of FCR
  • Several complex KPIs
  • Need for integrated and centrally managed multi-channel support
  • Recruited and trained multi-channel technical service team of more than 100 people
  • Revamped training and recruiting screening processes
  • Provided robust reporting
  • Tracked FCR and simplified KPIs
  • Multi-channel customer support for online language learning programs
  • Improved customer surveying capabilities
  • High quality and compliance standards
 
Client
A U.S. software/services company that offers computer-assisted language learning programs to millions of individual customers, schools and private/public businesses across 150 countries
 
Industry Vertical
E-learning / Software retail
 
Knoah’s Service Offering/Channel
Multi-Channel Customer Support Solutions – Voice, Chat, Email and Quality Assurance
 
 


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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.