QA Drives Improvements in CSAT, Sales, and NPSBack
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.