Transforming L1 Support Operations for Enhanced Customer Experience and Reduced Ticket Aging

Client Overview

The client is a multinational corporation with a diverse customer base and a global service desk handling over 9,000 support tickets monthly. They faced challenges related to agents' Mother Tongue Influence (MTI) affecting communication with customers, high ticket aging and ensuring adherence to Service Level Agreements (SLAs) for key performance indicators (KPIs) such as response time and customer satisfaction concerns. To address these issues, the client partnered with PetaBytz to revamp their support operations.

Objectives

• Minimize the impact of agents' Mother Tongue Influence on customer communication.
• Reduce ticket aging and improve incident resolution times.
• Ensure efficient handling of support requests with minimal escalations.
• Ensure compliance with SLAs, particularly for response time.
• Enhance customer satisfaction by delivering high-quality support services.

Solution Implemented

PetaBytz devised a comprehensive solution to overcome the challenges faced by the client. The key components of the solution included:

• Language and Accent Training: A specialized language and accent training program was implemented for support agents to mitigate the effects of Mother Tongue Influence. This program focused on improving pronunciation, accent neutralization, and effective communication techniques to enhance customer interactions.
• Ticket Aging Prevention: A robust ticket management process was implemented to address ticket aging proactively, which involved regular monitoring of ticket queues, automated ticket routing, and effective escalation mechanisms to ensure prompt resolution and reduce ticket backlog.
• SLA Adherence: A systematic approach was adopted to meet SLAs, particularly response time, that included optimizing agent scheduling, implementing performance dashboards for real-time monitoring, and utilizing ticket management tools to prioritize and route tickets based on SLA requirements.
• Continuous Improvement Initiatives: The managed services provider facilitated regular performance reviews and conducted feedback sessions to identify areas for improvement. Agents received coaching and training on customer service skills, incident handling techniques, and SLA adherence fostering a culture of continuous improvement.
• Knowledge Management System: A centralized knowledge management system was introduced with comprehensive troubleshooting guides, FAQs, and standardized responses. Agents had quick access to this repository, allowing them to address customer queries efficiently and consistently.

Results Achieved

• Reduced MTI Impact: Agents' language and accent training improved clarity and reduced MTI-related challenges, enhancing customer communication and satisfaction.
• Ticket Aging Reduction: Streamlined ticket prioritization and routing processes significantly reduced ticket aging. Incidents were promptly addressed, resulting in faster resolution times and improved customer experience.
• SLA Compliance: By implementing efficient workflows, monitoring mechanisms, and agent training, the client achieved high compliance with SLAs, particularly for response time, ensuring timely and efficient support delivery.
• Minimal Escalations: With the implemented improvements in agent skills and knowledge management, escalations to higher support levels were drastically reduced to less than 0.1%, indicating efficient problem resolution at the L1 level.
• High Customer Satisfaction: The combined efforts of language training, ticket management enhancements, and improved incident resolution contributed to a customer satisfaction rating of 4.8 on a scale of 5, reflecting the positive impact on overall customer experience

Conclusion

Through the implementation of language and accent training, optimized ticket management processes, and a focus on SLA adherence, PetaBytz successfully resolved the challenges faced by the client. The solution mitigated MTI impact, reduced ticket aging, improved SLA compliance, and enhanced customer satisfaction. The client's global service desk achieved higher efficiency, delivering timely and effective support to its customers while maintaining high customer satisfaction.