A globally prominent multinational consumer goods company was seeking to efficiently manage  operations while strengthening  relationships with customers and channel members to support its fast growing consumer base in Pakistan
Business need

Major Challenge Provide comprehensive contact center solution for meeting the client’s supply chain, customer support and business- to- business interaction needs .

Key Concerns

• Provide a cost-effective platform for end-to-end management of back office processe

• Manage a direct and centralized call receiving system

• Reorganize the retailer-distributor interaction in
a cost-rationalizing manner

• Consolidate all information on an integrated software environment to facilitate real-time monitoring and feedback

• Identify necessary measures through detailed classification of complaints and queries

• I nstill scalability in operations for faster accommodation of business ramp-up or increased call/order flow

• Deliver measurable improvements in service quality through faster and accurate response

• Attain measurable reduction in complaint resolution and order processing times

Solution

• Maintenance of state-of-the art contact centre facility to provide 24/7/365   customer and channel member support

• Implementation of centralized call receiving system through a toll-free helpline

• Integration of CRM  for better client-contact center compatibility

• Customer satisfaction surveys and follow-ups to improve customer experience

• Timely capacity expansion based on underlying factors such as call volume, products and services, response time, wait time and future projections

• Cross training of agents to meet capacity requirements for increased call flow

• Order collection through inbound voice systems

• Development of order processing and tracking systems through outbound voice

• Standardization of order collection methodologies across all leads

• Weekly generation and communication of campaign-wise call and order data to client for control and visibility

Results

Our contact center support and back office services created process efficiencies across business units, considerably benefiting the client in terms of operational and business value.

Business value

• Managed XXX% growth in client’s business by providing a scalable contact center solution

• Seamlessly bridged the gap between client’s distributors and retailers, leading to enhanced channel reputation

 Fuelled consistent upward trend in order value and volume

• Strategic value addition for the client through enhanced customer convenience and satisfaction

• Achieved month-on-month reduction in complaint resolution time/ complaints by XXX%/ Improved complaint resolution metrics by XXX%

• Decreased call abandonment rate to XXX%

• Enabled client to achieve comparative cost savings up to XXX% within 6 months of outsourcing