“We treasure our customers and their needs are as unique as our products. Our partner should have a flexible approach to tailor the solutions to meet these demands."
Our client, an international leader in innovative technologies specializes in a diverse array of electronics, fabrics, industrial and medical products. With the interest of a strong partnership, they approached us in 2014. They were looking for a long-term partner to support them with offering premium services to their customer base. This led to the establishment of customer service centers in two of our hubs; Barcelona and Kuala Lumpur.
Leading enterprise specialized in innovative product technologies
- Customer Service
- Contact Management
- Complaint Management
After building a loyal customer base with our client in the EMEA region, expanding globally was our next step. We created the second service center in Kuala Lumpur to serve the APAC market. This certainly wasn’t a walk in the park. The biggest challenge was recruiting multi-lingual customer service specialists to cover the numerous countries in native-language levels.
Another challenge was the varied preferences of customers. To effectively tackle this challenge, our solution-oriented employees continuously attend trainings and certify at an online academy which further intensifies their product knowledge and expertise in customer service as well as our client’s product portfolio.
So far we have managed to exceed all targets. Covering 18 countries in 11 languages, the project has turned out to be a great success. Exceeding the service level agreement (SLA) of 80%, our team achieves 85% ensuring that almost all calls are answered within 20 seconds. This leaves an abandon rate of less than 5% which is just impressive! We offer our first class support competently via telephone as well as e-mail and are currently integrating social media channels. The following factors have greatly enhanced the success of the project:
- A very strong understanding of the corporate culture and philosophy of our client which we communicate to their customers promoting the brand image of our client in all interactions
- Flexible and creative employees who proactively provide feedback regarding potential escalations, service issues or new solutions which streamlines the customer service process
- Multilingual teams of brand specialists with excellent communication and active listening skills
First class customer service solutions across the globe
To sum up.
We started the project from our hub in Barcelona and proceeded to set up a customer service center in Kuala Lumpur as well. Looking at the current market share, we are proud of the milestones we have achieved with our client. Upholding trust and respect, our client made the best decision in partnering with us.
„Your best customers leave an impression. Do the same and they won’t leave at all. This is our principle and offering the best customer service experience is our number one priority.”
Paula, Project Manager, Barcelona.