Wednesday, February 10, 2010

Sony Ericsson Australia Case Study,

When we first started working with Sony Ericsson Australia in 2007 our mandate was to improve their customers’ contact centre experience. We achieved that goal by placing important information at our CSRs fingertips, solving customer queries quickly and efficiently.

But what Sony Ericcson didn’t expect was for us to also to cut their costs. A reduction in talk times (from an average of 300 seconds per call to less than 240 seconds) and the number of customer call backs led to an overall reduction in costs.

Now that’s what I call customer service!

Click the link below which explains this outcome in full:

White Paper by IDC

John Chetwynd

Managing Director

Labels: ,