Better CX for a Major Home Improvement Retailer

A leading home improvement retail company faced the challenge of ensuring exceptional customer service across its various sales channels.
Customers primarily reached out for information or advice to facilitate their purchasing decisions, both pre-sale and post-sale.

Challenge

  • Equip staff with the expertise to consistently deliver customer satisfaction, even when faced with unexpected service challenges.
  • Enhance the entire customer experience across all purchasing channels during both pre-sale and post-sale interactions.
  • Commit to fully engaging our team in the campaign, ensuring every customer interaction is managed with dedication and excellence.

Challenge

  • Equip staff with the expertise to consistently deliver customer satisfaction, even when faced with unexpected service challenges.
  • Enhance the entire customer experience across all purchasing channels during both pre-sale and post-sale interactions.
  • Commit to fully engaging our team in the campaign, ensuring every customer interaction is managed with dedication and excellence.

Strategy

  • Initiate the migration of 70% of the customer service campaigns to Atento from another provider, aiming to centralize and streamline service excellence.
  • Harness positive initial outcomes to gradually transition all service campaigns, ensuring they meet and exceed the set objectives by the client.
  • Foster a collaborative and rewarding work environment, working closely with the client to align goals and execution.
  • Rapidly address and train on areas of opportunity to continuously improve key performance indicators (KPIs).
  • Engage various departments—Human Relations, Training, Quality, and Administration—to bolster support and facilitate improvements.

Strategy

  • Initiate the migration of 70% of the customer service campaigns to Atento from another provider, aiming to centralize and streamline service excellence.
  • Harness positive initial outcomes to gradually transition all service campaigns, ensuring they meet and exceed the set objectives by the client.
  • Foster a collaborative and rewarding work environment, working closely with the client to align goals and execution.
  • Rapidly address and train on areas of opportunity to continuously improve key performance indicators (KPIs).
  • Engage various departments—Human Relations, Training, Quality, and Administration—to bolster support and facilitate improvements.

Highlights

Key successes included:

  • Close collaboration between the retailer and Atento to create a supportive and engaging work environment.
  • Immediate training on identified areas of opportunity to enhance key performance indicators (KPIs).
  • Leveraging support from various departments (Human Relations, Training, Quality, and Administration) to foster improvement.
  • Integration activities aimed at uniting teams and boosting morale.
  • Development plans aimed at enhancing management practices.

Highlights

Key successes included:

  • Close collaboration between the retailer and Atento to create a supportive and engaging work environment.
  • Immediate training on identified areas of opportunity to enhance key performance indicators (KPIs).
  • Leveraging support from various departments (Human Relations, Training, Quality, and Administration) to foster improvement.
  • Integration activities aimed at uniting teams and boosting morale.
  • Development plans aimed at enhancing management practices.

Results

The results speak to the efficacy of the strategies implemented:

  • Customer Satisfaction (CSAT): 93%
  • Time Online: 92%
  • Call Abandonment Rate: 3%
  • Service Level Agreement (SLA) Compliance: 78%

Results

The results speak to the efficacy of the strategies implemented:

  • Customer Satisfaction (CSAT): 93%
  • Time Online: 92%
  • Call Abandonment Rate: 3%
  • Service Level Agreement (SLA) Compliance: 78%

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Cases

High value voice support for luxury vehicles and trucks

People Analytics: Proactively Addressing Agent Attrition

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