Boosting CSAT Scores for an EV Charging Solutions Provider
Introduction
Inspiro reduced abandonment rate through effective staffing and strong customer experience (CX) capabilities.
Problem
A US-based electric vehicle charging solutions company wanted an outsourcing partner with proven customer experience expertise to address their high abandonment rates and low CSAT scores.
Solution
To ensure better call coverage, Inspiro:
- Improved abandonment rate by 3.35%
- Achieved 98.96% reliability score vs 95% target
- Achieved 92.50% quality score vs 90% target
- Lowered average speed of email response by 90% – down to 6 minutes from 1 hour
- Reduced average speed of answer to 12 seconds from 20 seconds
- Introduced new staff schedule patterns that factored in coverage and call volume
- Implemented coaching and mentorship program focused on product knowledge including random call listening sessions
- Handled incidents and complaints efficiently, with an average of 10-15 tickets resolved daily
Outcome
In less than a year, Inspiro improved the key metrics leading to a CSAT score of 90.04%.
- Improved abandonment rate by 3.35%
- Achieved 98.96% reliability score vs 95% target
- Achieved 92.50% quality score vs 90% target
- Lowered average speed of email response by 90% – down to 6 minutes from 1 hour
- Reduced average speed of answer to 12 seconds from 20 seconds
Overview
Inspiro reduced abandonment rate through effective staffing and strong customer experience (CX) capabilities.
Case Background
A US-based electric vehicle charging solutions company wanted an outsourcing partner with proven customer experience expertise to address their high abandonment rates and low CSAT scores.
How We Delivered
To ensure better call coverage, Inspiro:
- Improved abandonment rate by 3.35%
- Achieved 98.96% reliability score vs 95% target
- Achieved 92.50% quality score vs 90% target
- Lowered average speed of email response by 90% – down to 6 minutes from 1 hour
- Reduced average speed of answer to 12 seconds from 20 seconds
- Introduced new staff schedule patterns that factored in coverage and call volume
- Implemented coaching and mentorship program focused on product knowledge including random call listening sessions
- Handled incidents and complaints efficiently, with an average of 10-15 tickets resolved daily
Impact Created
90.04%
CSAT score
3.35%
improvement in abandonment rate
98.96%
reliability score
Results
In less than a year, Inspiro improved the key metrics leading to a CSAT score of 90.04%.
- Improved abandonment rate by 3.35%
- Achieved 98.96% reliability score vs 95% target
- Achieved 92.50% quality score vs 90% target
- Lowered average speed of email response by 90% – down to 6 minutes from 1 hour
- Reduced average speed of answer to 12 seconds from 20 seconds
Insights
Related Insights
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