Technology

Introduced ''Empathy Factor'' via "Emo Score" to improve quality of interaction Challenge

A new entrant to the mobile market was facing a low CSAT for its service centres. This was impacting their Customer Lifecycle Value

Approach

RedQuanta designed an ideal Customer Experience Journey Map for a service centre customer basis Attribute Analysis study and Competition Study. The on-ground feedback was compared against this map to identify and bridge gaps.

Impact
  • An evaluation was carried out on the service centres measuring key parameters
  • Receptiveness on the issues raised
  • TAT of issues
  • Quality of Interaction
  • Bucketing of the SOPs which have a direct correlation with CSAT. Improving these SOPs to a 90% adherence level
  • Introducing ‘Empathy Factor’ via ‘Emo Score’ to improve quality of interaction
  • A quarter on quarter improvement on the CSAT score