Client Overview

A multinational retail and technology company faced challenges in managing customer inquiries, leading to long resolution times, low CSAT scores, and inefficient agent workflows. The company sought an outsourcing partner that could streamline its support processes while maintaining high customer satisfaction. 

Challenges

  • High Average Handling Time (AHT), leading to customer frustration.
  • Inconsistent First Call Resolution (FCR) rates due to lack of standardized processes.
  • Declining Customer Satisfaction (CSAT) scores due to long wait times and repetitive issue escalations.
  • Limited data-driven insights to identify the root causes of inefficiencies.
 

Solution: Implementing the DMAIC Framework

To address these challenges, NEXperience applied the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology to optimize customer support operations. 

DEFINE

We collaborated with the client to establish clear project goals:

  • Reduce AHT by 30%.
  • Increase FCR rate by 20%.
  • Improve CSAT score by 25% within six months.

MEASURE

  • Collected baseline data on AHT, FCR, and CSAT scores over the past six months.
  • Mapped out the customer journey to identify process bottlenecks.
  • Conducted time and motion studies to evaluate agent efficiency.

ANALYZE

  • Identified common failure points leading to multiple call transfers.
  • Discovered inefficiencies in knowledge base accessibility that delayed issue resolution.
  • Pinpointed agent training gaps that resulted in inconsistent responses.

IMPROVE

  • Redesigned the knowledge management system, enabling agents to access FAQs and troubleshooting steps faster.
  • Developed structured training modules focused on high-impact inquiries and proactive issue resolution.
  • Implemented AI-driven chatbots for Tier 1 inquiries, freeing up agents for complex cases.
  • Optimized IVR routing to ensure customers reached the right department on the first attempt.

CONTROL

  • Established real-time dashboards to monitor KPIs and agent performance.
  • Conducted weekly performance reviews to track progress and reinforce best practices.
  • Integrated a feedback loop allowing agents to suggest continuous improvements.
 

Results Achieved

 

 

Conclusion

By leveraging the DMAIC methodology, NEXperience transformed the client’s customer support operations, aligning efficiency with customer satisfaction. This structured, data-driven approach ensured long-term sustainability, positioning the client for continued success in a competitive retail and technology landscape.Looking for a tailored outsourcing solution? Contact NEXperience to discover how we can optimize your customer experience.