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  • Writer's pictureYas Longoria

Revitalizing [Anonymous Company] Customer Support

What makes the difference between a frustrated customer and a loyal advocate? Often, it's the experience they have with a company's support team. At [Anonymous Company], I discovered a team on the brink of collapse, unable to deliver the exceptional service our customers deserved. This journey is about how we turned things around, not just for the bottom line, but for the people who make it all possible.


Upon assuming the role of Director of Support and Success at [Anonymous Company] in December 2022, I faced a daunting challenge – a customer support team in disarray. Customer satisfaction had plummeted, and employee morale reached an all-time low amid multiple workforce reductions, leaving a sense of insecurity looming over the team. Recognizing that insecure employees could not provide an exceptional customer experience, I strategically focused on addressing these foundational issues.


A significant portion of the support team, comprising 60%, was outsourced through a BPO Partner. Despite their pivotal role, they had never received proper training. Understanding the critical role of comprehensive training, I initiated a groundbreaking approach: re-training every team member as new hires. This personalized investment in their growth and development immediately impacted performance and accuracy.


The commitment to rebuilding trust and competence among the support team was met with challenges, but the results were profound. Employee morale rebounded, and a renewed sense of purpose permeated the team. In the face of adversity, the team's dedication and newfound skills led to a remarkable achievement – in July 2023, [Anonymous Company] Customer Support achieved its highest Customer Satisfaction (CSAT) score in company history. This accomplishment not only marked a statistical triumph but also a testament to the transformative power of investing in people and fostering an environment of empowerment and support.


Customer Support Q1 2023 Achievements:
  • Reduced absenteeism by 61%, from 318 to 121 hrs from Jan-Mar 2023

  • No Call No Show – reduced from 64 hrs/mo to 0 hrs/ mo

  • Left Early – reduced by 88% from 4.2 to 0.5 hrs/ mo

Significantly improved agent productivity:

  • Mins spent per case per agent decreased from avg. 100 to 69 (-31%)

  • Cases closed per month increased from an average of 95 to 139 (+46%)

  • Reopen rates decreased from average. 7.0% to 5.0% (-29%)


Q1 2023 results were achieved with 3 (11%) fewer team members than budgeted, resulting in a $7.3K savings for Q1 2023 over the prior quarter.


Customer Support Q2 2023 Achievements
  • CSAT up to 9.1 vs. prior quarter 7.2

  • FCR (First Call Resolution) 65% vs. 69%, an increase of 4%

  • MTTR (Mean Time to Resolution) decreased from 2.7 days to 2.0 days

  • ASA (Hold Time) 19mins to 4 mins - a decrease of 78% Q over Q

  • Significantly improved morale.

  • Provided multiple refresher training sessions.

  • Working on shuffling out the underperformers.

  • Coveo implementation to the customer portal to increase self-serve options to increase deflection.


In the face of adversity, we discovered that the human spirit is a powerful force. By prioritizing people over metrics, we unleashed a wave of dedication, innovation, and ultimately, customer satisfaction. This journey is a testament to the transformative power of leadership that values, empowers, and believes in its people. It's a story that reminds us that sometimes, the greatest turnaround starts with turning our attention inwards, to the very people who make it all possible.


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