A US company providing mental health services

Challenge

• Centralization of SD

• Improve the application rating on mobile platforms

• Increase consumer satisfaction

• Update and maintain the KB

• Reduce and clear the backlog

• SPOC for application, hardware, returns and billing

• Increase resolution rate and speed

• Modernization of services, processes and call handling

• Creating a human led support for the self-service portal

Solution

The project started in January 2023 and lasted only 1 month.

We established 9x5 English CXC to support the customers new version of application. As application had major issues the backlog was high, which led to bad reviews on mobile platforms and social media. 

Successfully cleared the backlog as we introduced FIFO (First In – First Out) callbacks for aged tickets while establishing fast resolution rate for new tickets.

The team was split in two, to provide the service to both pending issues and new issues alike. The team had full ownership of ticket lifecycle for all types of incidents including returns and billing. 

Results

• Stable service throughout the duration of the contract.

• Improved processes and procedures which led to better ticket handling and quality. 

• All SLAs above the target level.  

• Increase the positive feedback from the consumers.

• No escalations.

• Portal knowledge base updated daily with new articles and troubleshooting guides.

• CSAT - 9

•  All SLA’s in green:
  

  ASA – 94%

  ABD – 1%

  FCR – 81%