Overview
A provider of in-home appliance repair services needed a contact center partner to manage both sales and customer service interactions while improving service efficiency and reducing operational costs. The goal was to support membership growth, enhance customer experiences, and minimize unnecessary technician dispatches.
The Challenge
The client needed to improve customer service efficiency while reducing operational costs. They sought to shorten call handling times, minimize unnecessary technician dispatches, and support growing membership demand without compromising the customer experience.
Our Approach
- Implemented a dedicated contact center solution to manage sales and service calls.
- Deployed specialized tools, workflows, and customer advocates aligned to specific service needs.
- Enhanced agent training and expertise to improve issue resolution and reduce unnecessary dispatches.
- Optimized service triage processes to ensure technicians were only dispatched when truly needed.
Results
- 10%+ year-over-year membership growth.
- $50,000 average monthly savings through reduced truck rolls and more effective issue resolution.
- 15% reduction in average handle time, improving operational efficiency.
About Qualfon
Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services committed to serving our clients and their customers throughout the customer journey.
Learn more about Qualfon’s Call Center Support, CX Innovation, and Back Office Support Services.
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