QA Drives Improvements in CSAT, Sales, and NPS

CASE STUDY | TECHNOLOGY

QA Drives Improvements in CSAT, Sales, and NPS

The client is one of the world’s largest designers and producers of thermal imaging cameras and imaging sensors. The company sells its products through brick and mortar retail as well as online channels. Technical sales involve deep product knowledge and a lengthy consultative approach.

BACKGROUND

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 were not resolved due to processes), trouble tickets were closed without resolution, and nine out of 10 said the company did not make it easy to do business. Furthermore, seven out of 10 customers said they would not recommend the client’s products to a friend. In early 2015, the client called upon Inspiro to provide inbound customer care, tech support, and sales in English, Mandarin and Japanese. Inspiro located the engagement at a facility in Metro Manila, Philippines.

HOW WE DELIVERED

Inspiro’s QA team, deploying a Lean Six Sigma methodology, approached these low CSAT and NPS numbers as actionable data. Substantial opportunities existed to make lasting impacts on customer satisfaction while increasing sales. The team divided the survey results into two sets of opportunities. Customer service opportunities included responding appropriately, acknowledging customer’s concern, assuring the customer that the agent was able to help, capturing the customer’s comments into the database, and taking ownership. 

Similarly, sales opportunities included responding appropriately, acknowledging customer’s concern, assuring the customer that the agent was able to help, and showing empathy. Sales calls have the added component of looking up products on a website, which degraded customer satisfaction. Measures were put into place to increase agent product knowledge, coach and counsel on empathy and taking ownership, and streamline order administration.

RESULTS

Over the course of a year, CSAT scores climbed steadily. On a scale of 100, CSAT scores for voice (customer service, sales, escalation, and tech support) increased from 83% to an average of 94%, and in some months reached 100%. CSAT scores for email improved from 90% to 94.6%. CSAT scores for chat also improved, from a low of 85% to reaching 100%.

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Kanto Head Office

Odakyu Southern Tower 16F 2-2-1 Yoyogi, Shibuya-ku, Tokyo 151-8583

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Chubu Branch

Nagoya Lucent Tower 6-1 Ushijima-cho, Nishi-ku, Nagoya-shi, Aichi 451-6007

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Kansai Branch

Harvis ENT Office Tower 2-2-22 Umeda, Kita-ku, Osaka-shi, Osaka-shi, Osaka 530-0001

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Chugoku & Shikoku Branch

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Kyushu Branch

Tenjin Twin Bldg 1-6-8 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka 810-0001

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Sapporo Center

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Maruit Sapporo Bldg 1-1 Kita Nijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

 

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China

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Room 502, Building 23, Dalian Software Park, No. 40 Software Park East Road, Dalian High-tech Park, Liaoning Province

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Thailand

BANGKOK

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Vietnam

HANOI

Floor 10, Detech II building, 107 Nguyen Phong Sac Street, Dich Vong Hau Ward, Cau Giay District, Ha Noi, Viet Nam

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HO CHI MINH

222-226 Hoang Hoa Tham, Ward 12, Tan Binh District, HCMC, Vietnam

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Philippines

PASIG CITY

Robinsons Cyberscape Alpha

5F Robinsons Cyberscape Alpha
Sapphire and Garnet Roads
Ortigas Center, Pasig City 1600
Metro Manila

Robinsons Cyberscape Beta

23F Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center, Pasig, Metro Manila

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Global Headquarters

6F LV Locsin Building
6752 Ayala corner Makati Avenues
Makati City 1200
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Insular Life Building

Ayala cor. Paseo de Roxas Avenues
Makati City 1209
Metro Manila

 

QUEZON CITY

Mega One Building
España Boulevard corner Mayon Street
Quezon City 4329
Metro Manila

 

Jackman Plaza Muñoz
4th Floor, 1038 Epifanio de los Santos Ave, Bago Bantay, Quezon City 1105, Metro Manila

MANDALUYONG CITY

Mandaluyong

418 Domingo Guevara corner Arayat Streets,
Mandaluyong City 1550
Metro Manila

ILOILO CITY

Molo

2F Iloilo Supermart Building,
San Jose corner Avanceña Streets,
Molo, Iloilo City 5000

DUMAGUETE CITY

LP Information Technology Park
Jose Romero Sr. Street, Bagacay
Dumaguete City, Negros Oriental 6200

Australia

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Suite 3, Level 27

Governor Macquarie Tower
1 Farrer Place
Sydney NSW 2000 Australia

Romania

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Headquarters

3 Avrig Street, First Floor, District 2, 021571 Bucharest, Romania

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Office

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610005 Piatra Neamt, Neamt County

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Office

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Nicaragua

MANAGUA

Invercasa

Centro Financiero Invercasa Torre 2,
4to Piso, Managua

Cobirsa

2nd floor, Edificio Cobirsa I, KM 6 1/2 Carretera A Masaya, Plaza Santo Domingo, Managua

 

United States

COEUR D’ALENE

Coeur d’Alene

Silver Lake Mall,
200 W Hanley Avenue,
Coeur d’Alene, ID 83815

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