Customer Care Call Centre Solution

Suma Soft offered Customer Care Call Centre Solution for a leading US-based Consumer Electronics Company

Client’s Background

The client is one of the largest TV manufacturers in the world with a large customer-base in USA. The client’s products cover a wide range of TV models ranging from LED TV, LCD TV, Plasma TV models.

Project Requirements

Being one of the largest TV manufacturers, the client’s business grew rapidly resulting in unprecedented growth in the number of support calls. With the increase in customer base and the need for building brand loyalty, the client needed to increase the coverage hours for the customer service team and enhance customer satisfaction for its call center operations. The Client was interested in finding a trusted Customer Service Call Center partner with consistent service delivery capabilities to meet their unique needs.

Business Areas Of Concern
  • Managing increased call volumes
  • Increasing hours of coverage to meet the needs of clients
  • Need for additional and trained agents
  • Reducing customer Support-related costs
  • Increase flexibility to handle peak seasons

Solution

Suma Soft deployed a highly skilled team of customer service agents to support in the areas of TV installation, configuration and trouble-shooting. A scalable and flexible infrastructure supported peak season’s staffing. Suma Soft also helped set up a dedicated and secure customer service call center equipped with voice and internet infrastructure. A fully-trained team of customer service experts was put in place to handle all types of calls, queries and requests made by customers.

The primary objective of the customer service call center was to provide
  • Comprehensive product set-up support
  • Information about product features, cross-sale and up-sale Opportunities to sell accessories
  • Capture service-level perceptions and customer-satisfaction
Advantages of Suma Soft’s System
  • Easily configurable IVR
  • 100% call recording
  • In-built ACD and MIS with detailed call statistics
  • Detailed MIS and reporting system implemented with critical SLAs
  • Effective call-handling processes and scripting

Business Outcome

  • Call-handling time reduced by more than 25%, and associated cost reduced by 50%.
  • Significant reduction in the percentage of abandoned calls during peak times.

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