Navigating a vendor transition in your contact center can seem daunting. However, with the right partner, the process becomes a strategic opportunity for improvement. Avantive Solutions exemplified this in the pet recovery industry, where swift and compassionate customer service is paramount. This case study explores how our team coordinated a seamless transition for our client, delivering rapid improvements in operational efficiency and customer satisfaction.
Background
Imagine the panic when you realize your beloved pet is missing. For pet owners nationwide, rapid and empathetic customer service is crucial for the swift recovery of their cherished companions. Avantive Solutions partnered with a leading pet recovery service to enhance their customer care operations, ensuring timely assistance and support during critical moments.The client operates a comprehensive pet recovery and protection service, utilizing microchip technology to register pets in a national database. With a focus on customer care excellence, they faced challenges with their previous vendor, including increased response times and customer dissatisfaction. This prompted them to seek a new partner capable of delivering 24/7 customer support within their budget constraints.
Challenges
Transitioning from their incumbent vendor presented several challenges, including outdated KPIs, inadequate training materials, and the need for a seamless transition without disrupting customer service. We were tasked with overhauling performance metrics, refining training processes, and ensuring uninterrupted service excellence.
Solutions
We developed a strategic three-phase approach:
- Project Planning and Design: Despite initial vendor challenges, we established clear milestones and deliverables, ensuring a smooth transition.
- Training and Process Documentation: Conducting a thorough audit, we streamlined complex processes and provided concise training materials, enhancing agent efficiency.
- Implementation: Gradually integrating operations while reducing incumbent workload, we identified and filled process gaps, optimizing performance.
Results
The partnership yielded significant improvements:
- Live agent interactions increased by 7%, enhancing immediate customer assistance.
- Total incoming calls decreased by 24%, indicating improved first-call issue resolution.
- Voicemail messages decreased by 97%, showing enhanced call handling efficiency.
- Abandoned call rates decreased from 43.0% to 4.6%, surpassing client goals and boosting customer satisfaction.
- Average case resolution time decreased from 9.1 to 1.3 days, further improving service efficiency.
