About the Client
The client is an international telecommunications equipment company engaged in services like data, video, and telephony for the enterprise and consumer segments. Having started operations in 1995, they have a global footprint of offices that deal with design, manufacturing, and distribution facilities.
Client Challenge
The client’s support infrastructure was taking a toll in managing support requests from all over the globe. The challenge was evident as engineers could not deliver on metrics like AHT, CSAT. Low engineer satisfaction and morale increased attrition. These challenges made it difficult for the client to continue supporting customers on agreed KPIs. The Covid pandemic disrupted support operations and forced the client to work with skeletal staff. Their main priority was reducing AHT, decreasing customer churn, increasing engineer performance, and customer satisfaction.
Movate Solution
Movate’s team identified the following areas as the scope of work:
- Devise a get-well plan to uplift account performance on KPIs
- Increase employees’ morale, reduce attrition, and empower them with technology
- Drive complete transparency and accountability with the client
- Digital-led solutions for efficient peak load management
Movate onboarded the client on COEUS, it’s in-house enterprise insights platform that combines data from various business applications (LOBs) like CMS, Quality Management, Workforce Management, Management Information Systems, CRMs, HRMS to provide insights on different KPIs and metrics. These insights form a real-time performance dashboard that business leaders can use to know the status and health of projects with proactive updates. These insights are displayed on a real-time performance dashboard that lets business leaders understand project status and make pre-emptive decisions.
A “get-well” plan was commissioned, which included workforce management that handled engineers and their availability to handle daily cases and peak load situations. Workforce management brings down costs and increases operational efficiencies through coordinated efforts from functions like command center operations, IT, and problem management with real-time management and reporting. WFM (Workforce Management) helped the client to forecast peak load scenarios and mobilize support teams to meet demand – with no dip in customer experience.
With a growing caseload and skeletal frontline support, the client found it challenging to maintain engineer training to continue customer support. The “get-well” plan helped engineers come up to speed with data-driven feedback on their performance, highlighted areas that need improvements. It proactively gave recommendations and facilitated remote training, virtual employee engagement, and remote engineer help. Simultaneously, an effective communications plan was rolled out to reduce ambiguity and bring transparency to operations. These measures help the team handle > 20k monthly requests with L1/L2 RMA support.
A special team to handle all voice calls at Costa Rica was set up to ease support operations and call traffic. Non-voice calls were diverted to support centers based out of India. AI-led real-time call management distributed the load to ensure that all customer requests are handled effectively.
Business Benefits
- 200% improvement in Service Level Percentage within six months
- Over 78% reduction in attrition rate within six months
- Improved margins and staffing control by strategic work distribution between Costa Rica and India
About Movate
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.