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Global Consumer Electronics Manufacturer

BPO Solution

Global Consumer Electronics Manufacturer

Heightened customer expectations and the speed of innovation in the consumer electronics industry have created a need to adapt faster than ever before. For every customer that is brand loyal there are many more that will shop around for the better deals and switch brands. In the consumer electronics industry, only 20% of customers exhibit loyalty to their current brand, with 47% indicating that they intended to search for a better offer. In light of this, keeping customers loyal requires the provision of exceptional customer support.

Client

Our client is a leading consumer electronics company. For the past four years, Scicom have been involved in redesigning their overall customer experience, moving from disjointed touchpoints to focus on delivering superior customer journeys. We have focused our attention on managing each individual interaction, enabling our client to improve customer satisfaction (CSAT), service levels, and first call resolution.

SOLUTIONS PROVIDED
Set-up and operated a state-of-the-art integrated contact centre to manage inbound and outbound calls and non-voice (email, chat & all social media platforms) enquiries for smartphones, desktops, laptops, and tablets.
Developed the customer experience strategy for the Asia Pacific (APAC) region.
Recruited and trained contact centre staff to support new countries and languages.
Transitioned existing contact centre staff to Scicom’s operations with no service delivery disruption.
Provided the telecommunications solution to support new countries based on client’s existing telecommunications strategy – Toll Free and Non-Toll Free.
Provided soft-skills, policy and procedure & product training to all customer support staff
Created a dedicated Voice of Customer (VOC) team to gather customer insights across all countries to be provided to the client for business insights.
KEY outcomes
Deployment of Contact Centre Solution in Record Time
Scicom were able to ramp up operations from 75 to 250 staff within 24 months - programming and optimising the Interactive Voice Response (IVR) system in 7 languages.
Exceptional Customer Service
Scicom were able to align the new customer service team to deliver on customer experience targets, improving Customer Satisfaction (CSAT) ratings by 20 % across all channels for all countries.
First Call Resolution
Support staff were equipped with better issue identification and problem-solving skills to improve FCR by 40% across all channels.
Client Satisfaction
Scicom has been named as a Grade A preferred supplier by the client earning supplier satisfaction ratings of above 95%
Results

50%

50% improvement in Customer Service levels

5

Best performing client site globally for the past 5 years

20%

20% improvement in Customer Satisfaction (CSAT) ratings across all channels

What our clients say

Scicom has always exhibited a very high level of commitment and capability in providing great service delivery and excellent overall management of our multi-lingual, multi-channel customer contact centres which has made them one of our preferred partners for outsourcing requirements. Over the last several years, Scicom have always been extremely supportive and flexible in providing solutions that cater to the ever-changing needs of our business and we would like to thank them for their efforts and we look forward to a long and successful partnership with them.                   

Global Consumer Electronics Manufacturer