Implemented global priority Customer and Technical support to the client which helped the client to improve the ASA.
The Client :
The client is a recognized name in streaming innovation and has developed a streaming platform that delivers a best-in-class user experience. In the first half of 2017, client’s customers streamed nearly 7 billion hours of video and music using its proprietary streaming platform.
The Challenge :
Prior to outsourcing, the client was operating with long Average Speed of Answer (ASA) rates and this led to high abandon rates. They were not meeting their internal targets for a long period of time. As a customer-centric organization in a rapid growth mode, they realized the need to scale while improving the customer experience significantly for customers who needed to converse with an employee agent.