Superior CX through structured approach to continuous improvement

Our client is a highly reputable global provider of payment services. Customer service plays a critical role in providing an excellent customer experience. Continuously improving the experience is essential in driving loyalty and growth for the client.

Solution

With thorough understanding of call drivers and deep understanding of root causes for customer satisfaction, Transcom created a program of continuous improvement. The program included a structured approach for how to enhance agent performance with tailored agent and team coaching sessions, where results were closely monitored using an agent performance dashboard with individual NPS results. Gamification was introduced as a means of improving speed to proficiency and KPI performance. Finally, for structural and process improvements, Transcom ensured that clear NPS targets were set for each initiative. Progress on each initiative was tracked to ensure results were captured.

Results
  • Customer Satisfaction (NPS) increase of ~20%-points