Overview
Our client, a global pioneer in education testing and research, was losing market share and experiencing a drop in customer satisfaction due to customer experience challenges, growing competition and evolving student expectations. They decided to partner with Firstsource to revolutionize their customer experience to maintain and grow their market share by adopting a digital-first framework.
Challenges
The client faced several key challenges in their customer experience and service delivery, including:
- Lack of capacity to support large customer bases in their time zone, lead to high abandonment rates (~30%) and dissatisfaction.
- Backlog Issues: Over 60,000 unresolved queries contributing to long holding times and customer frustration.
- Process Inefficiencies: Unstructured email responses and 2-30+ day turnaround times, compounded by slow legacy systems and manual operations.
- Limited Digital Deflection: Broken website links, sub-optimal chatbot, and no self-service options forced customers to rely heavily on calls and emails.
How We Made it Happen
Our partnership delivered enhanced student experience and operational excellence while reducing costs—creating a foundation for sustainable growth. Here’s how:
Comprehensive Data-Driven CX Transformation
Developed a 30-90-180-day roadmap based on market assessments, customer journey mapping, sentiment analysis, and persona interviews to improve support and efficiency across touchpoints.
Implemented Advanced Digital Solutions
Integrated state-of-the-art digital enablers like agent assist tools, Visual IVR, AI-powered chatbots and Firstsource Customer Intelligence to enhance productivity, reduce call times, and provide easy self-service options.
Leveraged Generative AI for Efficiency Gains
Deployed Generative AI for sentiment analysis and touchless email processing, improving customer satisfaction and reducing response times.
Delivered Round-the-Clock Support with Speed
Launched a 24/7 tech-enabled L1 CX team in just 45 days, significantly reducing call abandonment rates to 1% and cutting hold times from 20+ minutes to 5 minutes.
Cleared Backlogs and Improved Prioritization
Implemented a tier-based support model to prioritize and resolve critical cases faster.
Built a Flexible and Future-Focused Operating Model
Introduced adaptable staffing to meet fluctuating demands and emerging geographical markets, scaled operations globally for High Stakes Assessment and Professional credentialing examinations.