Client Context and Key Challenges
A leading quick-commerce platform faced growing customer support challenges as interaction volumes scaled to 5–6 lakh chats and calls related to order delays, delivery concerns, refunds, missing items, and product quality issues. Key challenges included:
- Improving customer satisfaction amid rising customer expectations and rapid business growth.
- Reducing high Average Handling Time (AHT) caused by prolonged customer interactions and escalations.
- Addressing communication inconsistencies, quality gaps, and audit variances across advisor teams.
- Managing operational inefficiencies such as shrinkage, short logins, and staffing challenges.
- Strengthening coaching effectiveness and performance management for a workforce of over 650, which includes new joiners, On-the-Job Training (OJT) advisors, and experienced agents.
Our Solution & Approach
-
Quality & Governance Enhancement: Introduced detailed Root Cause Analysis (RCA) tracking, Audit-the-Audit (ATA) sessions, and weekly quality governance reviews to identify performance gaps and improve consistency.
-
Customer Communication Excellence: Conducted targeted training on expectation setting, ownership language, empathy, and convincing skills, supported by call listening and live mock scenarios.
-
Performance Management Framework: Implemented Top, Average, and Bottom Quartile tracking dashboards with focused coaching plans for new and On-the-Job Training (OJT) advisors.
-
Operational Discipline: Strengthened shrinkage control, adherence monitoring, backup planning, and real-time staffing reviews.
-
Stakeholder Alignment: Established regular calibration sessions with client stakeholders and proactive reporting on operational and quality metrics.
Benefits to Client
- Enhanced Customer Experience, driven by improved communication, ownership, and expectation setting.
- Higher Operational Efficiency, achieved through better workforce management and adherence controls.
- Improved Quality Consistency, enabled by structured audit governance and coaching interventions.
- Stronger Team Performance, through data-driven performance tracking and focused capability development.
Business Impact / Achievements
Customer Satisfaction Score (CSAT) levels rose from 75% to 86%, reflecting significant gains in customer satisfaction.
1
%
AHT reduced from 14 minutes to 11.2 minutes, improving operational productivity and customer response times.
0
min
Over 75% of resources reached Top Quartile (TQ) status following the implementation of structured coaching and performance management.
0
%
Client-side revenue leakages were reduced by more than 50%, improving business outcomes and strengthening client confidence.
0
%
Audit variance reduced to 0% through ATA governance, driving consistency in quality and customer interactions.
0
%
