Full case

Contact Center for Supermarket Chain

Customer

One of the largest grocery supermarket chains in Ukraine.

Target

Handling inbound calls, conducting NPS studies.

Completed tasks:

Integrated with the client's CRM.

Provided the implementation of Service Level 80/20.

Conducted quality surveys using IVR.

Identified and eliminated the main sources of customer dissatisfaction, transferred for solving.

Assisted on products and loyalty program, received complaints.

Conducted NPS research.

Achievements

Over 2.5 months processed more than 30 thousand incoming calls. Increased the level of service to SL 80/20, we worked with negatively-minded customers and fixed all the main sources of discontent for their further elimination.

  • > 30 000
    calls
  • 80%
    increased
    Service Level
  • 91%
    customers were
    served
    with a quality of 92%

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How we are working

01
Define goals and objectives

We plunge into your business, study the details, define the goals of the project and create an individual launch plan.

02
We select a team

An effective recruitment system allows you to quickly form an ideal team for your project.

03
We train agents

Experienced instructors train the team according to the specifics of your project. Each participant has information about the features of your product or service at the perfect level.

04
We control the quality

Employees of the Quality Department constantly monitor and evaluate the quality of the conversation of each operator in order to ensure a consistently high level of quality for your project.

Project launch in 2 weeks