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Improved customer satisfaction ratings by 45% and reduced Year on Year customer churn by 23%
Client needs
  • A global digital network provider was experiencing an increase in customer churn and competition in the Irish market. The client needed to differentiate themselves by offering their customers best-in-class customer services
  • In the immediate term the client required a team of new high quality and experienced customer service specialists to augment their in-house team and help achieve their goals while simultaneously cutting costs
  • They also needed access to additional technical support specialists who were experienced in offering technical assistance to customers in the digital networking market
  • Previously, the company had used off-shore call centres to supplement their in-house staff in Ireland. While the off-shored facilities offered cost reductions, the company identified that certain customer support transactions are best handled by providing experienced in-country service agents
Solution
  • Implemented home-based agent model in Ireland for technical support agents providing the flexibility and cost reductions required while also improving the levels of technical support available to the customer
  • Filtering through in-house and external databases for customer services specialists meeting the client’s defined criteria. Screened and selected a group of specialists who were highly skilled and motivated to provide quality service
  • Developed and implemented a comprehensive on-boarding training programme for selected service agents designed and tailored to meet the client’s specifications
Results
  • Provided and trained a team of 12 high quality and experienced customer service specialists on a temporary contract basis. The team are located and managed on-site in Zevas’ customer contact facility in Cork
  • Provided 5 additional technical support specialists who were experienced in offering technical assistance to customers in the digital networking market. The new team members are all now permanent employees of the client working on a home-based model
  • Improved customer satisfaction ratings by 45% and reduced Year on Year customer churn by 23%


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