Insite’s Customizable Employee Engagement Solution Cultivates Exceptional Employee and Customer Experience, Exceeding KPI Goals Delta Faucet, an industry-leading plumbing fixtures company, identified their primary outsourcer’s triple -digit annualized attrition and their inability to reach metrics as the cause of rapidly declining customer satisfaction. The customer experience suffered from poor quality assurance, lack of first-call resolution, excessive transfer rate, and the need to make multiple callbacks in order to reach a customer resolution. With attrition rates continuing to rise, our experts decided to go straight to the source to gauge how employee engagement practices were affecting retention. Through interaction with the agents themselves, we discovered that their employee engagement initiatives were few and far between. Of the few programs that did find their footing, most were failing to serve their purpose. Our extensive experience in driving success in contact center environments has taught us that happy employees make for happy customers, so we set out to implement a series of both proprietary and customized solutions to help Delta Faucet get back on track.
SOLUTIONS & RESULTS
Our experts designed and implemented a series of innovative solutions:
New hiring profile and pay-scale Customized training program
• • •
Culture-building activities
• Modernized and ergonomic technology and furnishings • Engagement-focused initiatives
The impact on employee and customer experience far exceeded the client’s expectations: 93% Customer satisfaction scores
88% Quality assurance score ≤1% New call abandon rate 99% Service level score
91% Positive employee experience rate 20% Improvement to speed to proficiency
30 SEC
23 %
Engagement programs improved attrition to create enormous new hire training cost savings. $ 512.5 K
30 DAYS
Attrition rate improved from client’s former BPO’s triple -digit annualized figure to a rate of 23%.
Optimized training enabled 99% of customer calls to be answered within 30 seconds.
Achieved service levels and key performance metrics within 30 days of launch and maintained since.
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