Highlights
Aucera’s proactive approach, deep industry experience, and commitment to excellence enabled us to successfully transform our client’s customer service operations, delivering tangible results and enhancing their reputation in the industry.
20% AHT reduction
10-20% higher sales conversion rates
Exceeded month-over-month QA goals by 10%+
The Opportunity
A global gas utility faced escalating customer dissatisfaction across customer service, payments, and sales operations due to poor service levels stemming from underperformance issues with an outsourced vendor. This decline in customer support communications was concerning, especially given the utility company’s focus on customer satisfaction.
The Aucera Solution
Aucera was engaged to provide scalable and operationally sound outsourcing services, leveraging our extensive experience with other clients that had similar needs. Recognizing the urgency and the impact on the client’s reputation, we implemented our 6-pillar ramp plan at an accelerated rate to properly service customers while helping the client meet its KPIs:
While collaborating on training with our client, Aucera identified and implemented new processes to reduce training time and improve call handling efficiency. We accomplished this by:
- Targeted training with the most common call types
- Developed skilling and a call routing plan based on agent knowledge and performance
- Phased in subsequent call types over time
Key Outcomes
Rapid Scaling: Upon being awarded the business we developed a responsible transition and ramp plan and grew to 150 FTEs over 4 months.
Queue Reduction: We immediately reduced the client’s queues by over 50%.
Efficiency Improvements: Average handle time was reduced by 20% driving better service levels and utilization.
Quality Assurance: Our efforts were reflected in Quality Assurance scores that consistently exceeded 90%.
Increased Conversion: Through skills-based routing and AI enhanced performance management we delivered 10%-20% higher higher conversions on upsell opportunities.
