This alt-net provider is one of the fastest growing fibre broadband companies in the UK, offering full-fibre residential and business broadband at competitive prices.
Challenges:
Their existing customer service operation was unable to meet volumes of support queries, leading to delays in resolving customer issues and a backlog. This created risks to customer satisfaction and loyalty with the potential for customer churn to affect growth.
The client sought to provide industry-leading customer service using the TrustPilot review score metric, and have a scalable model that would support major growth in the business (4X in 15 months).
How We Made It Happen:
Rapid deployment of customer service team
The service began with three FTEs to clear the backlog of customer support queries. It then grew in several steps from three to seven, then 15, 25 and later 35 FTEs as the client’s confidence in Firstsource grew and the scope of services expanded.
The onshore team provided support initially over email and subsequently voice for all customer service calls including tech support, network troubleshooting, billing inquiries, and customer retention.
Unique “fight for the customer” approach
Service delivery model that encourages agents to understand the customer problem, think inventively, and seek permission to bend the rules if that’s what it takes to solve the problem. Hiring, training, performance measurement and coaching all reinforce this. An enhanced quality assurance process drills down into any negative customer satisfaction scores (CSAT).
Willingness to pivot
Agile management approach to respond rapidly to evolving client needs. We’ve been there the client when they needed us – and acted at pace to solve business critical issues for them with control and expertise
