Contact Centre Outsourcing > Business solutions > FMCG & BLENDED CONSULTANT CASE STUDY

FMCG & BLENDED CONSULTANT CASE STUDY

OneChat is currently working with an iconic global FMCG business providing a range of customer interactions in Australia, AsiaPac and globally.

This client previously had a number of customer functions siloed and in house but were struggling under the weight of call wait times, average customer handling times and cost to serve. OneChat approached them about providing them blended consultants via our Centre of Excellence.

Our results speak for themselves…

92% – OCCUPANCY (TIME SPENT DIRECTLY INTERACTING WITH CUSTOMERS – PREVIOUSLY 69%

80/20 – AVERAGE SPEED TO ANSWER (PREVIOUSLY 45/20 BEFORE OneChat WERE ENGAGED)

Case details

Client name:
Global FMCG Company
Location:
OneChat Melbourne Contact Centre
Category:
Business Solutions, Consumer Products, Marketing

Program of Work

We provided this client an opportunity to benchmark our blended consultant solutions in key stages, initially in Australia only. Enquiries come through our telephony system from retailers looking to place orders via phone as well as customer interaction via web portals, livechat, email and fax.

With an initial headcount of 19 staff growing to 35 , we have highlighted the cost efficiency and customer centricity of our approach by hitting key KPI’s set by our client. Via our OneProgram, our staff have been extensively trained in customer contact solutions and now look to provide our clients customers upsell opportunities on every call increasing ROI

After successful completion of stage 1, we are currently working with our client on stage 2 of our project plan which will include 24×7 support for the AsiaPac region.

With Melbourne being Australia’s multicultural epicentre we will be recruiting staff to provide these services in a multilingual capacity.

We are also looking to provide additional services for this client that they have not previously performed in house such as NPS surveys, video marketing and video chat.

The campaign now has our blended staffing solution sitting at a 92% occupancy rate (previously 69%) which is the time our consultants spend directly interacting with a customer.

This along with an average speed to answer calls sitting at 80/20 (previously 45/20) has improved our clients customer experience and reduced cost to serve.

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