Seamless Transition and Rapid Results: The Story of a Successful Vendor Change to Avantive Solutions’ Contact Center

When a pet goes missing, every second counts. Pet owners nationwide rely on swift, empathetic support to help reunite them with their beloved companions. Our latest case study highlights a successful vendor transition to Avantive Solutions, showcasing how strategic changes can enhance customer care for your customers.

?? View or Download the Full Case Study ??

Background: Understanding the Program

The pet recovery and protection service is all-inclusive, utilizing a microchip to register pets to a national pet recovery database. If a pet becomes lost, veterinarians and shelters can use a scanner to connect with the owner.

Our client understands the pivotal role of a contact center in providing services dedicated to the safety and well-being of pets. They also require the same timely handling of enrollment, subscription, and product inquiries to maintain their positive brand reputation.

For years, the company relied on a longstanding vendor to handle incoming calls, manage customer cases, and respond to email and social media inquiries. The client's existing vendor faced several issues, including prolonged response times and increased call escalations, negatively impacting the customer experience. Pet owners in distress encountered long hold times and were often directed to voicemail, compounding their anxiety. The company needed a global partner capable of providing 24/7/365 customer care within their budget, and we stepped in to meet this demand.

Challenges & Strategic Planning

• KPI Overhaul: We focused on revamping key performance indicators (KPIs) to enhance service quality. The goal was to increase live agent interactions, reduce abandoned calls, and improve overall customer experience through refined processes.
• Training Deficiencies: The previous vendor's reluctance to support the transition posed a significant challenge. We conducted a comprehensive audit of existing training materials, simplifying complex processes, and creating concise documentation to aid live calls.
• Customer Experience: Ensuring a seamless transition without disrupting customer expectations was paramount. We devised a detailed three-phase strategy to address these challenges effectively.

Three-Phase Strategy for Seamless Transition

Remarkable Results

As the transition progressed, tangible improvements in performance metrics became increasingly evident. By the end of the transition period, significant improvements across all key performance metrics were achieved, showcasing the effectiveness of the new processes and technologies implemented.

The number of calls handled by live agents increased by 7% compared to the same period the previous year. This boost in live agent interactions was crucial in providing immediate assistance to pet owners and addressing their concerns effectively. In tandem, the total number of incoming calls was reduced by 24%, indicating that more issues were resolved on the first call, eliminating the customer's need for repeat calls. Voicemail messages plummeted by an impressive 97%, reflecting the substantial enhancements in call handling efficiency and agent proficiency.

One of the most notable outcomes was the substantial decrease in the abandoned call rate. With the previous supplier, the abandoned call rate had reached 43.0%. Under Avantive Solutions, this figure plummeted to 4.6%, well below the client’s goal of less than 7%. Supervisor escalations also shrank by an incredible 90.9%. This dramatic improvement enhanced customer satisfaction and ensured pet owners in distress received the timely support they needed.

We also established a dedicated team to handle complex case types and streamlined processes to increase efficiency for more routine cases. This focus on specialized teams and process optimization ensured quicker resolutions. Our team averaged a mere 1.3 days for average case resolution versus the previous supplier’s 9.1 days average. This drastic reduction in resolution time further added to customer satisfaction.

Conclusion

The partnership between Avantive Solutions and our client demonstrates the power of strategic planning, meticulous execution, and collaborative problem-solving. By leveraging our expertise in customer care, training, and operations, the client achieved remarkable improvements in call handling efficiency and customer satisfaction. The successful transition solidified the client's position as a leader in the animal health industry, ensuring swift and effective pet recovery services for their customers.

?? View or Download the Full Case Study ??

About Avantive Solutions

Avantive Solutions is a global Business Process Outsourcing (BPO) leader specializing in innovative contact center solutions.

As a partner of choice for some of the world’s most recognized brands in healthcare and life sciences, financial technology (Fintech,) communications and media, and energy, we reimagine the customer experience and maximize results through enterprise-level technologies. Not only do we offer seamless omnichannel platforms, but we also provide advanced technologies and solutions such as Voice Analytics, Business Intelligence and Data Visualization, AI, and Machine Learning.

Our people-centric teams across the globe are spirited and engaged. We embrace diverse thinking while celebrating employee achievements and giving back to the communities where we live and work.

Inspired by this success story? Get in touch with us to start your journey toward outstanding results. AvantiveSolutions.com