Client Relations Transformation for a Laundry Equipment and Air Vending Service Provider

The Client

Our client is a network-connected laundry equipment and air vending solutions provider offering modern digital payment technologies. For the past 95 years, they have been providing people-focused services to over 40 million residents, property managers, owners, and consumers across the United States, Canada, and Europe. Their focus on delivering value by going beyond the machines has gained them the trust of more than 150,000 clients.

Client Requirements

The client’s existing customer support partner could not deliver efficiently, which led to performance lapses and increased customer dissatisfaction. They were looking for a reliable service provider who could diligently manage their call center operations. Cost efficiency and comprehensive customer support were the key deciding factors. Highly specialized and trained agents proficient in Spanish and English were required to serve their multilingual customer base. The ability to remain flexible during peak seasons was another essential requirement, as was the ability to ramp operations up or down swiftly based on demand.

Project Challenges

The client faced many challenges that impacted their business before partnering with us. These included -

• They struggled with high agent attrition and absenteeism, which interrupted their service quality.
• Growing customer dissatisfaction with longer wait times negatively impacted their reputation.
• Loss of customers due to the build-up of escalations and concerns threatened business continuity.
• The stability of their service delivery required immediate and efficient action to resolve these issues.

Our Solution

We devised strategic and scalable options to overcome these challenges, hit the ground running, and improve customer service. Our comprehensive support is outlined below -

• We set up a pilot of 15 agents, trained in specific Lines of Business (LOBs) and cross-trained them for adaptability.
• The client could book our agents on weekends, which gave them coverage when their in-house team had days off.
• The client's team trained the first few agents to use their internal tools and software, which had tight security features.
• The subsequent batches underwent intense training by our in-house team after initial training by the onshore team.

The Outcome

Our efforts helped the client realize the following improvements and boost customer satisfaction rates. Some of the prominent outcomes of our approach resulted in the following benefits for our client -

• Their call handling capacity increased by 30% instantly.
• The customer satisfaction (C-SAT) scores improved by 30%.
• The operational overhead of the client was reduced by 45%.
• Experienced customer support agents reduced the training hours.
• Buffer agents ensured service continuity during planned/unplanned leave.

Strategic Call Center Services to Transform Customer Support

Our tailored call center solutions are a testament to our dedication to evaluating client needs and providing customized solutions that foster efficiency and satisfaction. In this case, our client made us their trusted business partner due to our steady inputs and contributions to their success in customer support operations.

Now, it is your turn to discover how our custom call center solutions can transform your business. Reach out to us today with your specific requirements, and let us assist your business growth.