Our client
Our client is a subsidiary of a global consumer electronics brand. They are known worldwide for their innovative designs. In 2016, they ended with minimal revenue and they look forward to improving the process of repair service requests and accessory replacement.
The challenge
Fifteen percent of the service orders sent to repair centers we trouble tickets, where no issue was identified on the equipment or the error encountered was a result of customer misuse.
Solutions
Restructured training curriculum. Induction training per appliance created to ensure understanding on troubleshooting the equipment.
Prioritization of skill set depending on performance of the appliance group they serve.
Top Non-Defect Driver Certification, to align everyone with the steps taken to resolve the issue.
Proactive appliance health check and dirty ticket management process to review misses on troubleshooting steps performed.
Results
Decrease in Non-Defect Transfers
0
%
Decrease in service repair cost
0
%
Improvement on First Call Resolution
0
%
CSAT Improvement
0
%
We work side by side to ensure growth and positive results in the simplest and most effective way possible.
Providing simplified and cost-effective BPO services to real-world scenarios by applying technology, knowledge, and hard work.