Challenges
- Needed a Platform to manage email enquiries from Customers
- Lack of SLA adherence
- Anility to track First Time Response
- No Productivity measurement metrics being tracked
Solutions
- 750 Agents using it 24/7 across multiple locations
- Talisma service management solution to manage all customer interactions over e-mail
- Clearly defined service level delivery timelines across the workflow
- Well defined triggers during the interaction life cycle
- Automated routing logic for seamless flow of information across partners and suppliers
- Powerful analytics engine to measure key metrics – average handling time (AHT), First Response service level agreement (SLA) compliance, agent productivity, etc.
Results
- Significant improvement in the monitoring and tracking of the customer cases
- Improved key metrics – increased first time resolutions and reduced average handling time due to rules based workflows
- Empowered customer service teams due to better visibility into customer interactions
- Increase in customer service agent productivity by 21%
- Associated with Talisma for 17 years