The objective was to strengthen this client’s market leadership by improving customer experience while optimizing customer care operations.  With a combined total of 14 internal and vendor-partner sites, the client was challenged by inconsistencies in the customer experience. VXI was tasked with increasing customer retention and scaling up operations while delivering measurable improvements in customer satisfaction.

• “VOC Boot Camp” increased observation and feedback loop coaching sessions with outlier groups to teach rapid improvement practices.
• Quality assurance provided post-coaching observations and recommended follow up behaviors to ensure better compliance and a structured call flow.
• Leadership immersion saw front line leaders and trainers handling incoming calls to validate customer response to expected behaviors. This activity provided newer employees with more realistic expectations of interactions.
• A grass roots approach to employee engagement and satisfaction was mirrored in more positive customer sentiment.
• Senior leaders temporarily relocated to new site locations to seed the patterns of excellence and build the operation around a proven and replicable approach to shaping customer loyalty.

• Workforce expanded by 92% in a single quarter
• Achieved at par or better results than the internal client teams on voice of customer satisfaction measures, despite steep ramps