Four-Month Sprint to Social Support Excellence: Transforming BPO Customer Care

The Challenge

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The BPO client was already proficient in offering phone and chat support. However, their capabilities in the realm of social customer care were lacking. With a tight four-month deadline hanging over them, they were racing against the clock. Our challenges were:

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1. To train a team of agents for effective social customer care.

2. To suggest tools and processes that could be quickly integrated into their existing setup.

3. To ensure that the implementation met the timeline set by the client.

 

The Solution

 

Phase 1: Needs Assessment

 

We started by conducting a needs assessment to identify the gaps in their existing customer care strategy and what would be required to add a social support dimension. This involved an in-depth analysis of their current customer care channels and tools.

 

Phase 2: Tool Recommendation

 

We sifted through various tools that specialize in social customer care, such as Lithium Social Web, Sprinklr, etc., with a focus on case handling and data gathering. The selected tool had to integrate well with their existing Customer Relationship Management (CRM) software.

 

Phase 3: Agent Training

 

The third phase involved a comprehensive training program for their customer care agents. The training emphasized speed of response, understanding customer sentiment, and on-channel resolution of customer issues.

 

Phase 4: Implementation and Testing

 

Once the tools were in place and the agents trained, we oversaw a 'soft launch' of the social customer support system. This allowed us to identify and iron out any kinks before full-scale deployment.

 

The Results

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1. On-Time Completion: We are proud to say that the project was completed within the stipulated four-month period.

2. Agent Proficiency: The trained agents were quick to adapt, bringing the average response time well within industry standards.

3. Client Satisfaction: The BPO’s client was extremely satisfied with the new social support offering and even expanded their contract to include these services permanently.

 

Key Takeaways

 

The success of this project exemplifies how a well-defined plan, coupled with expert guidance, can help companies not only implement new processes but also do so within a tight deadline.

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• Flexibility: It’s crucial to be able to adapt existing systems and skills to new challenges.

• Speed Matters: In social customer care, the speed of response can turn a negative customer experience into a positive one.

• Tools are Your Friends: Choosing the right tool can make or break your customer care operations.

 

Conclusion

 

The journey from an initial client need to a fully functioning social customer support system was completed in just four months. This project stands as a testament to what can be achieved when PDCA Consultants is at your side. It also adds to our ever-growing portfolio of successful project management ventures and happy clients.

 

Are you facing similar challenges? Let’s connect and explore how we can make your project a success story too.