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.
iOPEX is a new-gen technology focused company in the field of Integrated Automation, Moderation Services, Digital Advertising and Transforming Customer & Technical Support Experience. We acquire the latest advancements in our focus areas and optimize the resources available to deliver the best outcome for our clients in the long run, which in turn improves the top and bottom line of the businesses.