$2.5m+
In Annual Savings
1 min
Reduction in AHT
5,300 hrs
Reduced Handle Time
Challenges
This company places a high priority on products that address today’s environmental
concerns, such as accessibility to water, water conservation, and water quality. An
increase in warranty and repair calls prompted them to find help to reduce wait times and
improve customer experience.
They had been taking steps to regain control of their customers’ experience amid the
global pandemic and significant transitions within their organization. As COVID-19 spread,
their contact center received more calls and emails regarding their products than
expected. This client requested a complete scope evaluation of their processes across all
departments to help understand how they could improve the customer journey.
We partnered with Insite to create a vendor strategy, build long-term and short-term forecast models,
migrate to a CCaaS vendor, and reclaim ownership of our customer data. Insite did a thorough job and
made this transformation so smooth. Our team is excited about the data they now have access to. Our
Insite partnership is a great example of our continuous improvement philosophy here.
Julie B. | SR. Director, Customer Solutions
Solutions
Insite traveled onsite to study customer interactions firsthand and gather data. We met
with key individuals and the Customer Solutions team to better understand their process
and call flows. We looked at data used to manage the business, decision-making
processes, and current technology usage. This information, combined with our
storehouse of industry knowledge and benchmarks, allowed us to take an analytical
approach to craft a solution and provide an estimated return on investment upon
implementation.
To present the results, we compiled recommendations and supporting analysis data into a
MegaMap and Opportunity Index. We prioritized recommendations and implementation
efforts.
Results
Insite completed its evaluation and benchmarked this company’s customer service group
to quantify improvement opportunities. As a hands-on partner during implementation,
we applied both technology and process changes to vastly improve their customers’
journey. Our work saved over $2.5 million by implementing proven best practices.
We also transformed agent training and output by leveraging a Knowledge Management
tool to enhance the agent experience and raise agent confidence during calls. This call
center saw a 1-minute reduction in AHT, resulting in over $161,000 in savings, or
around 5,300 hours of reduced handle time for this particular improvement.
