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A dynamic traveling agency founded 7 years ago and headquartered in Canada, established with the goal of providing premium services to all and sundry. With more than 25 million customers, their business was completely crushing it in all areas of their core competency and growing at an extraordinary pace, but managing a contact center operation within their business was becoming increasingly challenging.
The company was operating with an internal goal for calls to be answered in less than five minutes. They had not been hitting this target for longer. Long average speed of answer (ASA) rates led to high abandon rates.
We came up with a service target to have calls answered in less 90 seconds. Our solution had them split their calls into call types that split into Tier 1 and Tier2 with Tier 2 calls being routed to their internal Tier 2 team. Email and chat volume was shared between our Tier 1 team and the client’s Tier 2 team.
Within 90 days, Tier 1 phone channel results had drastically improved to an ASA of 138 seconds (2.3 minutes) and the abandon rate had dropped to 4.8%.
We increased the volume of contacts we were handling by 13% without adding any additional headcount. Currently, six months from launch, ASA is 73 seconds and abandon rate has dropped further to 4.8%.
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