Case Study

Holistic customer experience to support rapid growth for a leader in streaming innovation

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.

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