| Client
The client is a leading collectibles company operating
in the United States.
Challenge
The client was managing the process of customer
interaction and support in-house and was bearing
very high operational costs for the same. The challenges
included:
 |
To overcome
an almost 100% figure of attrition which meant
having very high hiring / training / re-skilling
costs. |
|
To manage volume
fluctuations and even scarcity of resources,
especially during the peak Christmas season.
|
|
A lack of quality
people to support the contact center. |
|
Because of
all the above problems there was very low
flexibility in managing product/service lifecycles.
|
Solution
We used our Transition toolkit© for migration
of the client's customer support services to India
and subsequent integration of sales support in
a phased manner. The transition was done off-shore,
with continuous interaction with the client's
operational and technology team. "Train the
trainer" approach was used for knowledge
acquisition - The client sent their own trainers
and coaches to support this process for some time
from our facilities and ensure a smooth transition.
Presently, Wipro handles about 90% of the client's
inbound call traffic.
Business benefits
The business benefits derived by the client
from Wipro Spectramind's operations have more than
exceeded the client's expectations:
|
Higher revenue
has been realized than when the sales process
was supported in-house. This is basically
because of better customer acquisition and
retention performance. |
|
The client
has been able to realize the cost savings
of process consolidation by merging globally
repetitive processes across US, UK and Canada. |
Today, subsequent to the successful transition
of the first process, other customer interaction
processes like sales and collections are also
under consideration for relocation to Wipro Spectramind's
offshore facilities.
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