INBOUND CUSTOMER TECH SUPPORT


About Client Background :

Go4Customer has been providing quality technical support to a major software company since past few months through its center with ISO certification. Go4Customer has expanded the major product lines it handles for the company in short span. The software company saw volatile growth in its product sales in that resulted in a need to find an experienced firm to handle its growing volume of technical questions from customers .It turned to Go4Customer to deal with that challenge, which is still of growing importance today to software companies.


Present Situation :

Like many software companies, this firm needed to boost customer satisfaction by fulfilling its customers ’ demands for fast and effective resolution. It also needed to lower support costs by solving problems quickly and using effective Voice-based support. The complexity of meeting high customer expectations while achieving financial goals forced this and other software companies outsourcing these activities.


Strategy :

The software company preferred to choose Go4Customer to be part of the software company ’s global support plan, which allowed Go4cutomer’s contact center in Jaipur, India, to be a main player in the company ’s offshore strategy.


Solution Offered :

Go4Customer India Services employs people on 24 x 7 basis for this software support program.

The customer care executives in India are college-educated and driven to be successful. The technically skilled work force goes through rigorous training in communication skills. Go4Customer ’ accent training program using specially designed Module enables customer care executives to speak with a neutral accent and also improves their comprehension of the customer conversation.

Go4Customer’s accent training program enables customer care executives to speak with a neutral accent and improves their comprehension of customer conversation. After the training phase, monitoring by experts results in real-time feedback and continuous enhancement of the accent/culture training. 

The customer care executives have also gone through an intensive, training program with the software maker. They learn how to follow the client ’s technical notes, how to get technical information from Web sites and how to solve problems in order to achieve a high rate of first-contact resolution. 

In addition, Go4Customer also employs a group of senior software developers/technicians who actively assist the agents as problems arise. Go4Customer uses a management philosophy in its centers focused on constant improvement and retention of the best-skilled people, demonstrating its focus on developing and maintaining high-quality performance at call center. This enables Go4Customer to continuously improve first-call resolution rates; thereby reducing overall costs for the client and increasing customer satisfaction rates.

Go4Customer has taken steps to offset any client worries about the possibility of business interruption. It built redundancies into its technology/telecommunication infrastructure.


The Final Outcome : 

Higher satisfaction – Within the program ’s first few months, Go4Customer beat the client ’s goal of having 70%of customers surveyed by the client via a third party reply they were “very satisfied ” with the quality of service. After driving the amount of very satisfied customers up by 12 percentage Points in the program ’s first one month, Go4Customer saw those results shoot up 13 percentage points in the third month, exceeding the goal.