Redesigning Customer Support Through First Contact Solutions

Reforming customer bounce-back rates to create a seamless and efficient support system for a leading ride-hailing platform.

Redefining Customer Loyalty Metrics

From Data Challenges to Process Excellence: How We Transformed Customer Support for a Leading Ride-Hailing Company

NPS Performance Barriers

Key Challenges

Breaking down barriers to achieve first-contact resolution success.

Challenges

Identifying the hurdles that stood in the way of seamless support.

Addressing customer bounce-backs required a deep dive into data gaps, process inefficiencies, and tool limitations.

These hurdles presented an opportunity for innovation and transformation. Data visibility issues hampered our ability to pinpoint the root causes of unresolved tickets.

Tool integration challenges, including delays in updates and real-time monitoring gaps, added complexity to the initiative. These challenges became the foundation for a strategic overhaul that yielded remarkable results.

Data Visibility Challenges

Identifying key disposition types causing bounce-backs was hindered by inaccurate and inaccessible data.

Resistance to Process Changes

Stakeholder hesitancy delayed the adoption of new processes and training programs requiring additional engagement strategies.

Tool Integration Delays

Internal system modifications faced delays, disrupting workflows and limiting access to FCR-driving tools.

Optimizing Resolution Success

Driving First Contact Success with Proven Strategies

Proactive strategies for reducing bounce backs and improving FCR.

Revisiting Reopen Scenarios

Analyzed top dispositions and ticket types causing frequent reopen cases. Modified processes to reduce bounce backs effectively.

Process and Template Enhancements

Updated templates and workflows to improve first-touch resolutions. Regular coaching and visibility measures made continuous improvement.

System Integration and Monitoring

Integrated real-time monitoring tools, introduced feedback loops, and launched reward campaigns to maintain performance and team motivation.

Tangible Growth, Proven Impact

Transforming Objectives into Measurable Wins

Transforming businesses with results-driven solutions and impactful growth.

Elevated First-Contact Resolution (FCR)

Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time.

Streamlined Operational Alignment

Enhanced team performance through clear, measurable objectives tied to overall organizational goals.

Boosted Employee Productivity

Focused OKR practices reduced inefficiencies, enabling teams to achieve more with precision and speed.

Driving Progress with Every Insight

Abacus Journey to Remarkable Results

Abacus BPO partnered with one of the largest UAE-based ride-hailing platforms to enhance customer experience and improve operational efficiency. We boosted the Customer Satisfaction (CSAT) score by 50 points and achieved a 30% reduction in contact rate by prioritizing First Contact Resolution (FCR).  We also reduced the Non-Voice Queue SLA from 24 hours to just 2 hours and improved after-booking reliability by 43 points. These changes not only enhanced the customer experience but also significantly reduced service costs, demonstrating the power of strategic service improvements. Our data-driven insights, combined with a relentless focus on execution, delivered tangible growth and remarkable customer satisfaction improvements.