|
| |
Customer retention services for one of Europe’s largest entertainment content rental companies
Client Profile
Europe’s largest entertainment content rental company, based in U.K.
Campaign Description
The client had multiple service providers based onshore and in India, providing customer service and retention desk
services. Nirvana was initially a facility provider for voice based customer service; over time this developed into a
service provider relationship. Nirvana was given the responsibility for consolidating all the offshore teams and
providing a single point of contact service. This consolidation required the migration of teams from multiple service
providers without any noticeable disruption to the level of service experienced by customers and deploying the level
of technology and redundancies required to meet customer experience expectations.
Nirvana’s Services
Nirvana successfully transitioned inward, a team of over 80 associates within a period of four weeks. This transition
time included the set up of technology, connectivity, on-boarding and refresher training, set up of reporting systems,
security systems and the support team to handle inbound calls and e-mails 24 X 7.
Elements of the infrastructure: CISCO IPCC platform with 100% call recording capability. Work stations with
access to client’s billing and account management systems over redundant internet links that met latency
specifications. Telecom connectivity using a managed service as the default route backed up by Nirvana’s multiple
international private leased circuits as a back up. Power systems were backed up with multiple uninterruptible power
supplies and on-premise generators.
The client’s programme required the team to respond to customers calling in to discontinue their subscription by
selecting from a range of incentives to retain customers. This required being well versed with nearly fifty scenarios
and navigating through client’s IT platform to respond to customer concerns and update or modify accounts based on
the call outcomes. The training programme ensured that the team was well drilled in providing an experience which
the customer could identify as being clearly from an associate who was engaged and empowered. SLAs to be met
included 4 hours turn around times for e-mail response, call abandon rates of less than 2%, and 80% of calls
answered in less than 20 seconds. The client’s expectation from the programme was to retain at least 25% of callers.
Results
Nirvana successfully transitioned inwards, a team of 80 members within a month of migrating services; team attrition
was less than 5% and continues to be well below industry norms. The technology and telecom architecture used has
met 99.99% availability expectations, SLA parameters have stabilized and are to expectation. The key target –
percentage retention exceed the client’s target of 25% and current averages above 30%. After an evaluation of
Nirvana’s capabilities based on a rigorous onsite audit of our services, the client is actively considering the migration
of its residual voice based customer services from onshore service providers to Nirvana.
|
|
|
Client Login | 
Download Corporate Profile
