Case Study
Driving Operational Excellence for a Major Consumer Goods Market Leader
Driving Excellence for a Consumer Goods Leader
Seasonal demand required a fast growth, efficiency in operations, and uniformity. If no targeted interventions had occurred, these barriers would have risked undermining customer trust and satisfaction.
Impact at a Glance
Delivering tangible growth & efficiency in record time.
98%
pts
CSAT Improvement
Brand Securing
30%
Reduction
Call Fix Target
Contact Rate
Unified Support Across a Diverse Product Portfolio
Superior Technical Service and Digital Support
Seasonal demand required a fast growth, efficiency in operations, and uniformity. If no targeted interventions had occurred, these barriers would have risked undermining customer trust and satisfaction.
The Client Context
72 Million
Subscribers
$1.1 Billion
Revenue
300+
Support Agents
Since 2022
Client
72 Million
Subscribers
$1.1 Billion
Revenue
300+
Support Agents
Since 2022
Client
The Challenges
Maximize First-Call Resolution & Satisfaction
Improving first-call resolution while enhancing customer satisfaction and service quality.
Wrong Area Allocations
Correcting area allocations to ensure faster and more accurate service delivery.
Specialized Technical & Backend Support
Providing expert technical and backend support for complex service needs.
Proactive Social Media Moderation
Managing social channels proactively to address issues and protect brand reputation.
Our Solutions
Hands-On Training
Conducted technical workshops with real hardware, enabling agents to troubleshoot common machine faults like E-2 errors and resolve issues on the first call.
Smart Allocation
Developed a custom CRM software with precise, area-based routing.
Live Monitoring
Real-time dashboard performance tracking.
Proactive Alerts
Reminder and alert system for process accuracy.
Precision. Performance. People: A Strategy That Delivered
Developed Customer-centric solutions which delivered measurable wins.
Scalable Operations:
Over 150 resources were on boarded in one single month.
Improved Accuracy:
Wrong allocation complaints were virtually eliminated.
Enhanced Efficiency:
Errors in reminders and alerts were minimized.
Breaking Barriers, Driving Results
Abacus BPO has partnered with one of the largest Consumer Goods Market Player to achieve increased customer satisfaction and operating efficiency in key times of the year.
By speeding up the hiring’s, automating the process, and providing the highest-quality trainings, we managed to achieve the higher levels of scalability, precision (reducing the number of error alerts by 95%), and customer satisfaction (the complaint numbers dropped by 99% per day).