A multinational fast-moving consumer goods (FMCG) company with a significant presence in multiple global markets, including India and several European countries. They experienced challenges in managing high call volumes and maintaining consistent service levels across various languages.
The Client required a strategic partner to improve its customer service operations, particularly addressing multilingual support needs and consistently exceeding service level targets. They were experiencing high call abandonment rates, low customer satisfaction scores, and difficulty managing fluctuating call volumes.
Epicenter provided comprehensive multilingual customer support services, implementing advanced CRM solutions, deploying skilled multi-lingual agents, and developing proactive strategies to address fluctuating call volumes.
Epicenter’s multilingual support has been a game-changer for our business. Their dedication to quality and their ability to handle fluctuating call volumes have significantly improved our customer satisfaction and brand reputation.
They faced challenges in providing consistent, high-quality multilingual support across various languages. They experienced high call abandonment rates due to long wait times and difficulty reaching the right agent. Additionally, they lacked a scalable solution to effectively handle fluctuating call volumes.
Epicenter implemented a robust customer support strategy, deploying a cross-skilled and multilingual workforce capable of addressing diverse customer needs in multiple languages. We deployed advanced CRM solutions to efficiently route calls and track performance. We also introduced proactive strategies for managing peak demand, ensuring consistent service levels even during high-volume periods.
Monthly SLA Achieved
Quality Score (Target 85%)
Increase in CSAT
Implemented a multilingual support system, ensuring seamless communication with customers across multiple languages.
Deployed a comprehensive CRM system to track customer interactions, manage call routing, and monitor key performance indicators (KPIs).
Implemented skill-based routing of calls, connecting customers to agents specializing in their specific needs or language.
Developed strategies for effectively managing fluctuations in call volume, ensuring efficient resource allocation and minimizing wait times.