The client
A major consumer electronics manufacturer offering a range of B2B and automotive solutions, including HVAC systems
The challenge
The client faced two key challenges:
- Contact centre inefficiencies: gents were spending excessive time handling customer enquiries, such as capturing case and product model numbers and rerouting misdirected calls.
- Desire for NPS improvement: while KPIs were being met, the client wanted to elevate their customer satisfaction scores to become a leader in their industry.
The solution
The result