Global provider of broadband and entertainment systems consolidates CX

Transforming Global Customer and Technical Support for a High-Tech Leader

A global internet service provider for the hospitality industry faced a significant challenge when it merged and rebranded following an acquisition. The company needed to transition to a single partner capable of handling global customer and technical support in over 7 languages, with only 3 days’ notice. They turned to Conectys, their trusted partner since 2007, to deliver exceptional multilingual support to Europe, the Americas, and APAC while ensuring minimal end-customer impact during the vendor transition.

Conectys rose to the challenge by:

– Activating multi-site delivery in Romania and the Philippines
– Forecasting and aligning capacity to volume and arrival patterns
– Developing a call ring strategy to manage failover and spikes
– Ensuring joint technology setup with dedicated leased lines, call routing, and dynamic failover
– Introducing NPS, FCR, and CES for tracking customer satisfaction
– Implementing a Training & Accreditation Scheme and Employee Engagement Scheme

The results were impressive:

– 300% increase in call volume (6,000 to 18,000 calls/month)
– 59 global NPS score (above industry average of 2-3)
– 89% First Contact Resolution score
– 75% QA score improvement post-transition
– Decreased AHT to less than 6 minutes
– Halved costs by leveraging smart locations

Discover how Conectys’ multilingual expertise, innovative technology, and comprehensive process management helped this high-tech leader consolidate and improve their global customer experience. Download the full case study to learn how you can transform your customer and technical support to drive customer satisfaction and cost efficiency.

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