Leading courier and freight provider reduces costs and AHT by 56 seconds

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In this case study discover how a customer remediation model:

Decreased customer complaints by 20%
Reduced case management activity by 70%
Improved average handling times by 22%
Increase net promoter score (NPS) by 53%
Reduced customer transfer rates by 83%
Exceeded sales performance targets by up to 103%.

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The client

A leading courier and freight service company with a global network of over 2,000 parcel pick-up and drop-off locations including 24/7 parcel collections and secure parcel lockers.

The challenge

In May 2022, the client’s frontline team received over 28,000 customer interactions, of which, 63% were voice calls. To improve their frontline efficiencies and reduce their cost to serve, the client wanted to make live chat their primary customer contact channel of choice. Their voice-to-chat channel goals involved deflecting 70% of calls to chat by June 2022 and 80% by July 2022.

The solution

Probe CX designed a volume management optimisation plan broken up into four segments:

The agent profile

The hiring profile encompassed the combination of strengths needed to be a successful voice and chat agent.

Multi-skilled agents

The agents were trained to achieve flexibility in catering to a variety of complex transactions.

Workload routing

Updated the client’s cloud-based call routing plug-in (Oration by Convai) so only customers calling from a landline are routed to voice channel.

Hours of operation

The hours of operation were extended by an additional two hours.

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Leading courier and freight provider reduces AHT by 56 second while also lowering costs

The client

The challenge

The solution

The result