A multinational fast-moving consumer goods (FMCG) company with a significant presence in multiple global markets, including India and several European countries. They support millions of end consumers through voice, email, and chat, managing high-volume interactions driven by product inquiries, complaints, and post-purchase support.
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.
Our execution relied on a data-first implementation strategy rather than a simple “lift and shift” of existing processes. We began by auditing current workflows to identify and eliminate redundancy, ensuring a lean operational foundation. Building on this, we implemented skill-based routing logic to guarantee that high-value tickets were immediately directed to senior agents for faster resolution. Simultaneously, we deployed proactive workforce management (WFM) protocols utilizing predictive analytics, which allowed us to staff up in anticipation of volume spikes rather than reacting after they occurred.
Monthly SLA Achieved
Quality Score (Target 85%)
Increase in CSAT
Dedicated agents trained to support customers across languages and regions with consistent service standards.
Unified customer data, performance dashboards, and SLA tracking to improve operational control.
Smart call and ticket routing to ensure customers reach the most qualified agents faster.
Forecast-driven staffing models to handle seasonal spikes without service degradation.