Leading North American Technology Player Improved CSAT And Saved Costs By Reducing AHT Of Service Calls

One of our clients is a diversified public North American technology company operating primarily in the field of hardware components as well as software and related services to consumers. Our team has supported the client with call quality evaluations for over a decade. During this association, it was observed that the service team in one of the bigger business units was struggling with an increasing Average Handle Time (AHT). This led to additional cost pressures for the operations, and the overall CSAT (Customer Satisfaction) was also negatively impacted.

In this case study, we take a look at the following:

• Pinpoint the reasons contributing to the long call duration
• Identify the factors related to agents and devise an improvement plan
• Study the process and identify areas for improvement in the workflow
• Propose process and people improvement plans for reducing the Average Handle Time (AHT)

Download this case study to learn how we helped a Technology company to scope potential annual savings of close to $250K.