Omni Channel Customer Experience Transformation | Tech Mahindra

Business Challenge

  • Higher floor operational AHT than the target.
  • High Fatal error score of 17%.
  • Low PCD scores not meeting the target leading to pay penalty to the client.

Client’s Customer Experience Center at Tech Mahindra provides end to end resolution for its customers in English and Hindi languages for both Large & Non-Large Categories

  • L1 Inbound Voice Service – Provides assistance to end customers with regards to their orders, product returns, account etc. In case, any issues require intervention of backend teams, then the L1 consultants escalate the incident to L2 support.
  • L2 Outbound Voice/Email service – L2 support follows up with client internal teams/logistic partners on speedy and on time closure for customer issues and also keeps the customer updated till the time issue stands resolved.

Business Benefits

The customized solution “Call Flow Wizard tool” improved time efficiency resulting in

  • Reduced manual efforts by 60sec with 17%.
  • Reduction in AHT and increased call handling capacity by 21%.