‘Buy now pay later’ provider achieves 70% first contact resolution

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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 SOLUTION

Probe CX provided the client with an offshore customer support team of 20, along with a team leader that assisted with customer email correspondence. The team handled basic enquiries with email template responses, anything more complex was escalated to the client's internal teams.

Probe CX supported the client's expansion into new markets, replicating the operational process used in the local market enquiries for the USA and UK. Over time the team took on more complex work types, including manual identification of customers and merchants and manual financial chargebacks.

As the client continued to grow, the team expanded to handle additional back office tasks and to support the company's shift to a digital-first servicing strategy. The client again had to respond to ongoing capacity challenges driving unsustainable customer experience issues. Probe CX also hired additional agents to prepare for peak periods in the North American market which was almost double the current team size.

THE RESULT

By aligning onshore and offshore teams to protect global customer experience via a 'digital-first' service model, the following results and wins have been achieved by the offshore team: