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| Company: |
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| Autocraft Electronics (AE), a division of the Aftermarket Technology Corporation engaged in providing contract electronics remanufacturing and other logistics services to a wide variety of technology and automotive clients. |
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| Objective : |
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| We were awarded with the contract of serving the wide customer base of the Autocraft Electronics. Hence, our main objective was to cater customer support services for the customers of AE. |
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| Achievements : |
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| After being awarded with this project or contract, Fusion had less than 3 weeks of time to start supporting the Autocraft customers. The entire management team of the Fusion BPO worked closely and meticulously to get the things done in the way it should be. |
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| The whole management team put a great work while working and assisting Autocraft to train and recruit the dedicated and specialized Customer Care Specialists (CCS). Additionally, the IT professionals at Fusion ensured seamless web integration from the clients of Autocraft to the customer support center of Fusion BPO. |
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| Challenges we undertook: |
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| With just 3 weeks to plan and execute, Fusion worked to offer the best customer support to the client Autocraft Electronics AE. |
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| Implementation: The CCS or Customer Care Specialists were hired and then trained within 1 week. These trained personnel took up their inbound customer support duties with an immediate effect. As directed, the received data was then entered in an Oracle database by the hired inbound support executives. |
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| Handling: The actual handling time was averaged at 3 minutes |
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| Autocraft SLA: The average answer speed was tallied at 11 seconds. This was reported about 90 percent of time. |
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