Industry  : Medical industry
Enterprise category  : Private enterprise

Company Background

A well-known foreign company in the health technology industry mainly promotes products through direct sales, provides pre-sales and after-sales services to service business partners and direct users across the country through the company’s internal contact center.

The scale of the contact center is about 40 people, but the telephone answering rate is only 56%, and the industry answering rate is 80%

Current situation and problems

•The customer complained that the problem was not solved promptly
•The business is complex and difficult to assess
•Insufficient seats
•Bottleneck of employee development
•Problem solving takes a long time
•Communication timeliness is low

Project objectives

Improve call answering rate and customer experience

Project Outcome

Within one month of project operation, the listening rate increased to 85%