Client: Numero Company
Service Provider: Call2Customers Call Center Pvt Ltd
Industry: Home Compliance Solutions
Partnership Duration: Since 2023
Background
Numero Company, a leader in home compliance solutions, wanted to ensure its customers and distributors received excellent support. To achieve this, they partnered with Call2Customers in 2023. Call2Customers specializes in customer service, handling inquiries by phone and email, and conducting surveys for valuable feedback.
Objectives
Provide Fast and Reliable Support: We provided training to our agents to provide respond quickly and accurately to customer and distributor questions via phone and email.
Conduct Feedback Surveys: We gather feedback from customers and distributors to identify areas for improvement and use this information to enhance services.
Maintain High Satisfaction: Meet agreed-upon service standards and keep satisfaction scores high to ensure clients remain happy.
Implementation
Support Operations:
Phone Support: A team of trained professionals answered phone calls quickly and with care.
Email Support: Skilled agents handled email questions, giving fast and detailed replies.
Feedback Surveys:
Survey Design: Custom surveys were made to get useful feedback from customers and distributors.
Data Collection: Surveys were sent out by phone and email to get as many responses as possible.
Analysis: The feedback was collected and analyzed to create detailed reports for the Numero Company.
SLA Management and Calibration:
Service Level Agreements: We set clear goals for how quickly we respond and how well we perform.
Regular Check-Ins: We had scheduled meetings with Numero to regularly review our performance and adjust our strategies as needed.
Results
Better Support:
We trained our agents to respond faster, solve problems quickly to provide hassle -free services to customers.
Our agent’s dedication toward the services helped to solve most of the issues on the first call, which resulted in happier customers.
Useful Feedback:
Our agents managed to get detailed information about what customers and distributors need.
This helped Numero make smart decisions to improve their services.
High Satisfaction Scores:
Our professional agents provided services that meet and exceed SLA expectations, customers satisfaction levels remained high
We used feedback to keep improving, which helped keep our clients satisfied and loyal.
Conclusion
Numero Company and Call2Customers have had a very fruitful cooperation. Call2Customers has greatly improved Numero’s service quality by implementing effective support management, gathering insightful feedback, and adhering to SLAs. This case study demonstrates how outsourcing customer care to a professional supplier may improve efficiency and satisfaction.
For more information on how Call2Customers can improve your customer service, please contact us at sales@call2customers.com.