Improving customer service efficiency for a consumer electronics brand
SUMMARY
Type of Industry
- Household Electrical Appliances
Content
- Customer Care (End Users): Chat, Email
- Customer Care (B2B): Call
Background
Our partner has a large number of end customers requiring support in the Japanese market and demands 24/7 operational capability.
ACTION
Operating
Index
SLA (Customer Satisfaction Score – CSAT, Response Time)
Human resources
Agents must have Japanese language proficiency at the N2 level or higher. The project operates during Japan business hours and runs 24 hours a day, 7 days a week, 365 days a year.
Scope of work
Two Main Operations:
Operation 1:
End-user customer support
Channels: Email & Chat
(Email channel: 1 Project Manager, 3 Supervisors, 12 Agents)
Operation 2:
B2B customer support – working with distributors
Channel: Call
RESULTS
- Operation 1: Exceeded the operational KPIs set by the partner
- Operation 2: Achieved target performance within 2 months (while the previous provider took 6 months to reach the same level); BSV received positive feedback from the partner
