CUSTOMER SERVICE COSTS CUT BY 25-30%
OUTSOURCING TECH SUPPORT & CUSTOMER SERVICE COSTS CUT BY 25-30%
Business Goal: Reduce the costs of having an in-house contact centre
Our client contacted us in the unenviable position of suffering from over 40%+ staff turnover, pushing their training costs through the roof and low productivity due to high absenteeism and poor punctuality.
The client was operating their own inbound customer service team but was suffering from 40%+ staff turnover – resulting in high training costs and low productivity due to high absenteeism and poor punctuality.
The client, a multinational manufacturer and distributor of telephony products, had a contact centre in Sydney that handled customer enquiries and technical support for their very large range of products.
The high infrastructure and technology cost required to effectively handle the workload and measure productivity and performance made running their own contact centre no longer viable.
CDM Direct have the expertise to maximise customer relationships whilst minimising costs by creating an individually tailored operational plan, emphasising process improvements and scaling up and down quickly. At the same time, CDM Direct has the capacity to absorb dramatic demand shifts through their existing infrastructure, technology and human resources.
CDM Direct were able to take over the client’s existing staff, cutting expensive redundancy and redeployment costs by 67%.
This was followed by the installation of CDM Direct’s cloud-based contact centre software to improve measurability and staff productivity across the facility.
CDM Staff were also cross-trained in the products and systems to implement a multi-location capability and provide 100% redundancy.
Within 6 weeks CDM had reduced the client’s costs by 25-30% while improving responsiveness and customer satisfaction.
Queueing wait times and abandonment rates were also reduced by over 20%, meaning customers were more satisfied when they did speak to an agent.
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