Knoah enables a multinational networking and

Case
Study
Knoah enables a multinational networking and telecommunications
equipment and services company to deliver omni-channel customer
support offerings including social engagement and eCommerce
support in North America
Knoah’s Service Offering/Channel:
Multilingual Voice support; Chat and Email channels; Social
Media Engagement program and eCommerce support
Industry Vertical:
Telecommunications
Client:
A multinational telecommunications equipment maker
with its headquarters in China and U.S. HQ in Texas
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Case
Study
PROBLEM:
The client was already offering Voice and Email support
channels to its customers in North America through an
outsourced contact center. Anticipating the demands that
business growth would put on their customer support
channels, the client was interested in exploring whether
there might be a more flexible service provider with the
ability to deliver a full range of contact center engagement
options for their customers at possibly better rates.
While many large and established outsourcers participated
in the resulting RFP (some with more than 40,000
employees), after a rigorous selection process, Knoah
Solutions was awarded the project on the basis of its
people, processes, experience, technology and an attractive
rate. Knoah Solutions’s winning proposal involved the use of
its onshore contact center in Las Vegas and its offshore
command center in Hyderabad, coupled with a turnkey
system of custom technology including CRM software with
CTI integration, advanced telephony system with post-call
IVR survey and Knoah’s cloud-based workforce optimization
tool – Knoah’s Ark – all at highly attractive rates.
SOLUTION:
The Knoah Solutions team took approximately 30 days to
transition customer support operations from the previous
vendor. In addition to introducing a more mature delivery
process that included Quality Evaluations, CSAT opportunity
analysis of 100% DSAT surveys, Process and Policy compliance
Audits, Knoah also introduced a new CRM software suite to
manage the workflow. The flexibility of the new CRM software
enabled the Knoah team to lower average handle time and
improve tracking and resolution of cases. For continuity, the
team delivered a seamless migration of the old CRM data to the
new CRM software. Leveraging proven expertise in telephony
infrastructure, Knoah Solutions also helped the client develop a
more effective IVR which included automated post-call
customer satisfaction surveys and CTI enabling “screen pops”.
The CTI enabled customer data to be directly brought to the
agent screen reducing Average Handle Time (AHT) and
improving overall customer experience.
After delivering higher customer satisfaction and improved KPIs
on the Voice and Email channels than the client had
experienced previously, Knoah introduced its chat expertise to
the client and started offering all the three channels – Voice,
Email and Chat – on the program within 3 months.
As the program matured, Knoah continued with its consultative
approach and proposed providing Social media monitoring for
the client.
Social Media Monitoring involves, Knoah monitoring a
variety of Social Media sites including websites, twitter and
blogs, collecting all the information being mentioned about
the client and its products aggregating and organizing the
data and then reporting on it in a concise way so that the
client could address existing and potential issues before they
got out of control.
Knoah team tracks this information and reports on it at regular
intervals providing customer feedback trends and also
sentiment-wise breakups of customer feedback (positive,
negative or neutral). Knoah is now in process of completing the
Social Media support process by directly responding to issues
that are identified.
Based on the success on this program, Knoah has been tasked
with providing eCommerce support for the client’s new
ecommerce website which sells phones and accessories directly
to the public. Knoah is providing online chat support to answer
questions and to insure a smooth and effective customer
experience.
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Case
Study
RESULTS:
After partnering with Knoah Solutions for transcription of its
customer calls, the client was able to:
Improve their tools and mature their processes, to offer end
customers an enhanced service experience
Understand overall customer sentiment towards the brand
and feedback on post sales support social media monitoring
CONCLUSION:
Leverage Knoah’s quality tools, agent training practices and
matured processes to deliver an enhanced multi-channel
customer support experience
Knoah Solutions’ technology, skilled agents, matured training
programs, quality assurance including cloud based QA tool and
telephony infrastructure expertise resulted in the client
achieving higher customer satisfaction at a lower cost. Within
80 days, Knoah Solutions was able to surpass the incumbent
vendor’s KPI performance at a cost that was 25 percent lower
thereby delivering greater value for the client.
Gain more insights on its customer support effectiveness
through Knoah’s specialized CSAT opportunity and
compliance audit reports
Today, Knoah Solutions handles all contact channels – Voice,
Email, Chat and Social Media Engagement – and is part of soon
to be launched eCommerce offering as well.
Achieve record breaking Customer Satisfaction and better
KPIs at a lower cost
Knoah Solutions was awarded the project on the
basis of its people, processes, experience, technology
Knoah introduced its chat expertise to the
client and started offering all the three
channels – Voice, Email and Chat – on the
program within 3 months
The flexibility of the new CRM software enabled the Knoah team to
lower average handle time and improve tracking and resolution of cases.
Knoah monitoring a variety of Social
Media sites including websites, twitter
and blogs, collecting all the information
being mentioned about the client and
its products
Within 80 days, Knoah Solutions was able
to surpass the incumbent vendor’s KPI
performance at a cost that was 25 percent
lower thereby delivering greater value for
the client.
About Knoah:
Whether you’re a Fortune 500 company or an SMB, Knoah Solutions’ global BPO services create memorable
experiences that matter to your brand. Our customizable and flexible, multichannel solutions help you meet the
needs and challenges of each of your customers through voice, chat and email to our award-winning TotalAssure QA
third-party call monitoring solution; all powered by our proprietary WFO tool, KnoahsARK. Knoah has the
adaptability that big companies can’t provide and a level of competency and scale that smaller companies can’t
deliver on. Knoah’s innovative and consultative approach has repeatedly earned us awards and recognition from
independent review bodies like IAOP.
www.knoah.com | 702-722-5005 | [email protected] | Las Vegas | Hyderabad | Pune
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