The background.
This brilliant brand dominating the global market for consumer electronics faced several CX challenges in the high-value Nordics. Recruiting and retaining top talent onshore was both challenging and costly. Agents’ performance was also affected by scattered, outdated, and hard-to-access knowledge bases, limiting the availability and usefulness of real-time information. Taken together, these factors contributed to low customer satisfaction in the region.
At the same time, the tech enterprise encountered difficulty in managing its collaborations with a range of distinct BPO vendors. As a result, the company sought to consolidate these functions with a strategic partner who could not only address this comprehensive range of issues swiftly but also anticipate future developments and optimize CX operations proactively.
The solution.
For a holistic, experienced, and nimble CX partner capable of tackling this transformation, our client entrusted Transcom. Our team began by analyzing the client's fragmented Nordic operations to devise a fully customized, integrated solution. Drawing on our global network, we developed a strategic approach to providing top CX talent, establishing three key locations: an onshore hub, a nearshore site, and an offshore center in Cairo. This multi-shore solution optimized cost effectiveness while satisfying our client’s customers with experts at the peak of service quality.
To skyrocket efficiency and secure prime service, we introduced our next-gen AI suite. One component of this was Transcom’s AI-powered real-time translation. This powerful tool enabled English-speaking specialists in Cairo to support Nordic customers seamlessly. At the same time, our AI Agent Assist empowered the team with instant access to relevant information, now neatly organized into an interactive, AI-powered multi-lingual system. Among other upgrades, our team added an advanced chatbot for 24/7 self-service as well as an AI-powered Interactive Voice Response (IVR), freeing up high-tech, high performers for sensitive customer interactions.
The results.
Transcom's strategic partnership yielded rapid and significant advancement for the consumer electronics leader, reflected in dramatic improvements in operational and satisfaction metrics. Our team of highly-skilled and effective agents transformed customer experience in the Nordics to receive overwhelmingly positive ratings, including an increase in Net Promoter Score (NPS) from 70 to 80 within 6 months. This is a testament to stellar care from Transcom’s staff as well as streamlined, convenient support powered by our cutting-edge AI. Across channels, up to 83% of first responses were delivered in under one minute, while we met our target of an ambitious 97% call answer rate (CAR).
Beyond this, Transcom’s intervention profoundly impacted agent satisfaction and efficiency. Our overhaul of the client’s knowledge base and smart solutions throughout operations led to a 30% reduction in escalations to higher support tiers, as well as a 29% reduction in average handle time (AHT), easing agents’ daily workload and fostering a better experience that drives retention of both staff and customers. These results collectively cemented our client's leadership within the high-value Nordic market.
