Case History: 24/7 Product Support
Background
This company is a leader in the financial services market and operates in over 20 countries. Their plans for sustainable growth were being adversely affected by their outsourced OOH model. They work with some of the world’s largest companies and as such brand loyalty and customer care is at the forefront of their delivery model. They approached Office Response with a real concern that a large number of calls were being missed out of hours and handled incorrectly when answered.
Solution
To improve and maintain the service that our client provides, Office Response have developed a 24/7 call management strategy that includes our in house standard of answering 98% of calls within 20 seconds and a bespoke service delivery model that allows our agents to offer detailed and accurate advice on a range different products to end users and intermediaries.
Result
Office Response interacts seamlessly with our client’s internal systems to improve both resource costs and turnaround time for their customers. Office Response’s success in delivering on their requirements has seen them significantly increase their commitment with us and we are now managing card contingency, customer service and technical solutions on their behalf.
For a more in depth discussion about this case history or how OR could support your 24/7 Product Support needs please call our Business Development team on 0845 223 7004.
