A case study of performance and cost optimisation
1.
Our client
2.
Backgound
Our clients in-house contact centre was struggled to keep up with increasing call volumes, resulting in long waiting times, customer dissatisfaction, and missed business opportunities. Our client had also experienced an increase in personnel costs as the result of their corporate structure and paygrade levels and associated benefits.
3.
Objectives
Improve customer satisfaction
Enhance the quality and responsiveness of customer service to foster positive customer experiences and loyalty.
Increase operational efficiency
Streamline contact centre operations, optimise resource allocation, and reduce overheads.
Improve customer satisfaction
Enhance the quality and responsiveness of customer service to foster positive customer experiences and loyalty.
Enhance flexibility and agility
Adapt quickly to market changes, new technologies, and evolving customer expectations.
4.
Solution
Our client carefully evaluated several contact centre service providers before selecting BDM CX as its industry expert partner who is known for its expertise in customer service. BDM CX where the service provider possessed the necessary infrastructure, skilled agents, agility and technologies to meet the clients’ requirements.
Multichannel support
Enabled seamless customer interactions across various channels, including voice, email, chat, and social media, ensuring accessible support for customers on their preferred platforms.
Provided extended hours including bank
Holiday coverage to ensure that customer requirements were met i.e., the customer could communicate with the business when on their terms.
Robust technology stack
Utilised advanced contact centre software, including interactive voice response (IVR), customer relationship management (CRM) integration, and analytics tools, to streamline operations, automate processes, and gain actionable insights.
Skilled workforce
Deployed a team of trained and experienced agents with industry-specific knowledge to handle customer inquiries proficiently
Quality assurance
Implemented rigorous quality control measures, including call monitoring, regular training programs, and performance evaluations, to ensure consistent service delivery and all underpinned by BDM TCX ISO accreditation.
Outcomes and Benefits
Improved customer satisfaction
Response times were reduced, and customer issues were resolved more efficiently, resulting in higher customer satisfaction scores and an enhanced brand reputation.
Scalability and flexibility
The outsourced contact centre easily accommodated fluctuations in call volumes, ensuring prompt service during peak periods and efficient resource allocation during slower periods.
Enhanced operational efficiency
BDM CX were able to reduce their fixed costs significantly and their operational costs by approx. 45%.
Access to advanced technology and integration
Our client had a full suite of contact centre software tools made available to them along with the option of using many of their own systems which were either integrated into BDM systems or access provided to BDM CX to avoid duplicity and to ensure a slick and effective operation of the business.
Company ABC gained access to cutting-edge contact centre technologies without the need for significant upfront investments, enabling them to stay competitive and leverage the latest innovations in customer service.
In summary our client experienced
- A reduction in fixed and variable costs
- A significant increase in productivity
- Reduction in management time
- An increase in customer satisfaction
- An increase in their core and peripheral sales
