The 99.76% Solution
Relationship:
Since April 2022
Service Provided:
Technical Support and Customer Care
Channel:
Voice, Chat, and Email
Industry:
Corporate IT Support
Clients often have exacting standards. And that’s okay. The more clearly defined the processes and expectations, the better-positioned that agents are to adapt and to meet them. In this case, the program revolves around outsourced IT support for businesses on the East Coast, with a particular emphasis on healthcare enterprises. In that domain, user issues are often time-sensitive and prolonged waits for resolution are not a viable option.
The more clearly defined the processes and expectations, the better-positioned agents are to adapt and meet them.
Outsourced IT Support
01 The Challenge
This is a complex program that includes multiple applications that agents must use, and the training requirements reflect that.
02 The Solution
This program is supported by a spirited team in the Philippines that tackles hardware and software issues, network snags, virtual machine setups, and more.
03 The Results
We have aligned our delivery model with the client’s business goals through consistent coaching, feedback, and client communication.
01 The Challenge
The client does not explicitly demand perfection, but there is an implied standard, and getting there involves a strict adherence to service protocols, whether this means processes for troubleshooting or punctuation guidelines for email communication with customers. Yes, punctuation guidelines. Because this client pays attention to the details, everything done under the company’s banner makes an impression on the end user, especially as the business grows.
This is a complex program that includes multiple applications that agents must use, and the training requirements reflect that. Instruction spans five weeks, covers product support, dispatching, and other areas of high customer demand, and includes a nesting phase to help agents assimilate into the day-to-day production atmosphere. Despite the complexity of the issues, the defining feature of a quality agent is effective communication skills.
02 The Solution
This program is supported by a spirited team in the Philippines that tackles hardware and software issues, network snags, virtual machine setups, and more. The program is heavy on client involvement, information sharing, and addressing issues as quickly as possible. The flow is two-way, with a hands-on client whose reputation is built on delivering customer experiences.
The client is less interested in technical experience than in people skills, believing that it is easier to train agents on the specifics of the issues they will face than on their ability to personalize interactions and connect with customers. That approach dovetails with one of the signature aspects of how we approach service and support – the closed feedback loop. No one is in a better position to speak for the customer than the customer, and agents who are trained to listen to and hear that voice will invariably capture user sentiment at a much deeper level. This loop was particularly effective in the opening days and weeks in helping the agent team and the client be responsive to client needs, which pays off in meeting SLAs and hitting KPI expectations.
Chief among those targets are response times, CSAT scores, agent productivity, and program quality. Customers make contact over multiple channels – voice, chat, and email for now, with text to likely be added – and agents work in line with the US business day. Two shifts handle overlapping hours to cover hours of peak demand.
03 The Results
The focus on excellence has produced an average agent CSAT score of more than 99%. Every post-contact survey except for one has generated a top score, contributing to impressive NPS numbers. While the CSAT figure is impressive, the program revolves around overall quality because the clientele includes high-level and high-knowledge customers who have their own expectations of what support should look like. Quality was also a pain point that we were brought in to address. As such, agents are compelled to be forward-thinking and empathetic, taking stock of individual situations through the end user’s eyes.
Perfection may be the impossible standard, but that does not stop us from pursuing it. We have aligned our delivery model with the client’s business goals through consistent coaching, feedback, and client communication. All agents have weekly huddles with supervisors to ensure sharpness in sessions that usually include pointing out opportunities for improvement and reinforcing positive behaviors.
The agent team is expanding as we demonstrate an ability to meet exacting standards while personalizing the customer experience. What began with multiple daily conversations with the client has been dialed by once-daily contact for any hot-button issues that require immediate attention, plus the standard weekly meetings to recap and plan ahead. This evolution reflects the higher level of trust that we have earned, confidence that is manifested in new lines of business being added to the original scope of work.
