eTelecare Global Solutions' quality focused approach saves our clients millions while improving the care their customers receive. Across the board, we reduce average handle times and increase first-call resolution. The result is more efficient, lower-cost service for our clients and increased satisfaction for their customers.
Financial Services Customer Care Case History for Fortune 100 Financial Planning Company
This client outsources brokerage and mutual fund programs. The key value drivers are retention metrics such as customer satisfaction and handle time. Customers on the phone are generally financial advisors, therefore agents must be certified and highly knowledgeable. eTelecare created value through lower attrition, higher agent certification pass rates, higher quality and higher customer satisfaction saving the client $400 thousand annually on this program compared to a competitive provider. >case study
On another program, eTelecare exceeded performance metrics by up to 140% helping the client win the coveted DALBAR Service Quality Measurement Award for Brokerage and Mutual Funds. >case study
High Tech Customer Care Case Study for a Leading Computer Systems Manufacturer
This client is focused on delivering high quality service due to the importance of repeat business and brand reputation for attracting new customers. The key value drivers are retention metrics (customer service) and quality metrics (dispatch rate and first call resolution). By focusing on the most critical areas driving customer care and by investing to outperform in these areas, eTelecare created approximately $20 million in cost savings annually over the competition. >case study
High Tech Customer Care and Sales Blended Case Study for a Leading Telecommunications Service Provider
This client is focused on revenue growth to create and dominate a new market space before competitors enter the market. By investing to outperform on critical metrics driving revenue growth like first call resolution, dissatisfaction rate, call handling and sales conversion rate, eTelecare created $145 per hour more value than the competition and approximately $11 million more in value annually. >case study
Financial Services Customer Care Case Study for a Fortune 100 Global Payments and Travel Company
This client is focused on delivering world class customer service in a timely and cost effective manner by improving agent skill, quality and process. By focusing on the most important metrics driving customer service and investing to outperform in these areas, eTelecare was able to significantly increase customer satisfaction and create real and quantifiable value of $4.6 million annually over the previous provider. >case study
On another program servicing Prepaid Gift Card customers, by focusing on the most critical metrics driving customer service and investing to outperform in these areas, eTelecare became the number one ranked vendor, while saving the client almost $50 thousand annually. >case study
On yet another program servicing Travelers Cheques customers, eTelecare's multi-lingual agents outperformed key metrics for the year while improving quality and refund service levels, saving the client $120 thousand annually. >case study
