Strategic Improvement in Multinational Appliance Operations

A trailblazer producing major appliances and consumer electronics set out to redefine customer service by integrating back-office operations with front-end channels to enhance satisfaction and loyalty.

Goals

  • Stabilize and improve KPIs.
  • Continually propose and implement improvements.
  • Enhance transparency and performance across all operations, identifying key areas.
  • Ensure detailed and accurate reporting.
  • Provide a 360° customer experience.

Goals

  • Stabilize and improve KPIs.
  • Continually propose and implement improvements.
  • Enhance transparency and performance across all operations, identifying key areas.
  • Ensure detailed and accurate reporting.
  • Provide a 360° customer experience.

Strategy

  • Adjust and incorporate advanced personal management systems.
  • Restructure the team to ensure maximum efficiency and profitability.
  • Use cutting-edge tools to improve communication and operation tracking, including E-mail, Knox from Samsung, WhatsApp, Teams, and Sprinklr Avaya/Verint.
  • Set clear goals and action plans for KPIs below targets.
  • Ensure efficient vacancy coverage and timely resolution of pending tasks.

Strategy

  • Adjust and incorporate advanced personal management systems.
  • Restructure the team to ensure maximum efficiency and profitability.
  • Use cutting-edge tools to improve communication and operation tracking, including E-mail, Knox from Samsung, WhatsApp, Teams, and Sprinklr Avaya/Verint.
  • Set clear goals and action plans for KPIs below targets.
  • Ensure efficient vacancy coverage and timely resolution of pending tasks.

Highlights

  • Implementation of internal systems for precise monitoring and continuous improvement (Impact Verint, Logger, DPA, CMS, Teams, Office Pack).
  • Specialized training for Supervisors and Process Leaders in Leadership, intermediate management, APM.
  • Regular evaluations with Verint aligned with the QA team to adopt best practices and boost indicators.

Highlights

  • Implementation of internal systems for precise monitoring and continuous improvement (Impact Verint, Logger, DPA, CMS, Teams, Office Pack).
  • Specialized training for Supervisors and Process Leaders in Leadership, intermediate management, APM.
  • Regular evaluations with Verint aligned with the QA team to adopt best practices and boost indicators.

Results

  • Reduction in cancellations to 83.8%.
  • Customer Service Index (SAW) achieved at 95.02%.
  • 100% call verification (Check Call).
  • Customer Service Resolution Metric (CSRM) at 72.4%.

Results

  • Reduction in cancellations to 83.8%.
  • Customer Service Index (SAW) achieved at 95.02%.
  • 100% call verification (Check Call).
  • Customer Service Resolution Metric (CSRM) at 72.4%.

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