Upskilling Boosts CSAT and NPS, while Decreasing AHT for a Financial Services Company
The client was adding PayPal prepaid credit cards to its portfolio. The client’s in-house team developed a training agenda focused primarily on program features and the differences between PayPal Prepaid credit cards and standard credit card....Read More >
Regaining the Confidence in Calling an Airline Call Center
The client’s call center was using 300 full-time-equivalent employees to handle about 220,000 calls per week, and the client estimated that it needed twice as many staff to sufficiently handle the call volume. Average wait time for callers was 60...Read More >
QA Increases Sales Chat Close Ratio
The client’s close rate for the sales chat channel has struggled to maintain a 10% rate, which is significantly below the target of 12%.
Through reviewing chat sessions and ongoing sales promotions, the Inspiro QA team uncovered the...Read More >
QA Drives Improvements in CSAT, Sales, and NPS
The client struggled with customer satisfaction and as a result experienced low Net Promoter Scores. Survey research indicated that 9 out of 10 customers said their issue was not resolved on the call (60% reported that issues...Read More >
Inspiro Reduces Average Handle Time for Voice Tech Support
Technical support calls traditionally have a longer Average Handle Time (AHT) than customer care calls. Issues take longer to explain, diagnose, and resolve. AHT on technical support calls for this client average 803 seconds, which exceeds the...Read More >
Inspiro Drives Sales Improvements for a Retailer
The retail business, especially in the floral and gift space, has many spikes in demand during holiday seasons such as Valentine’s Day, Mother’s Day, and Christmas. Demand can increase by tens of thousands of calls per day with line consists of...Read More >
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