TV shopping channel
Monitoring NPS while assessing Level 2 efficiency
  • problem

    They witnessed a decrease in repeat customers caused by long customer care case resolution delays.

  • solution

    They outsourced operations to us and we transformed the sales and customer care department into a tiered system (level 1 and level 2).

  • result

    Faster resolution timelines in addition to the clearance of backlogs and improved NPS scores.

  • methodology

    Splitting customer care cases into Level 1 (i.e. the most common cases) and Level 2 (i.e. sensitive and complex cases) while also assigning dedicated Level 1 and Level 2 agents, we fueled faster resolution with a higher focus on customer attention.