Problem / Challenge
The client is a full-service partner for energy supply companies in Cologne, Germany. They work in the fields of metering services, change management, and customer support, and serves hundreds of thousands of end users for their clients.
The company’s onshore team was having difficulty coping with the incoming concerns of their clients’ end users. They did not have a full-fledged customer support team to handle interaction with end users and consumers for billing support, but it was not cost effective to build an inhouse team.
After thorough analysis of the client’s challenges, Eastvantage built a dedicated customer support team for the client.
In their first month, the Eastvantage team was able to clear the backlog of the onshore team. They also met the monthly metrics including critical matrix:
- Average Turnaround Time
- Average Resolution Time
- First Response Time
Specifically, the Average Handle Time (AHT) was improved by 24% (7 minutes) within two months which resulted in positive impact on dropped calls. By improving AHT, customer service agents were able to handle 20% more calls, reducing customer complaints by 70%, and improving refund rates from 4-day TAT to same day refund.
In the first few months, Eastvantage was only tasked to handle billing support. But as the team continued to excel, the task expanded to handling knowledge transfer, product management, and research details for new markets. Currently, the team is composed of 35 customer support experts handling billing, switching, log complaints, debt collection, and overall customer service. Over 15,000 backlog cases from the onshore team and other offshore teams were turned over to the Eastvantage team, 98% of which was resolved within five months.