Live Operations
The customer faces various issues in live operations mentioning a few for example delayed orders, difficulties in communication between delivery partners and customers, and complaints about food quality or payment. These challenges required swift and efficient resolution to maintain customer satisfaction.
To tackle these challenges effectively:
We established a dedicated support team trained to handle inbound calls related to live operations. This team promptly addresses issues raised by customers, ensuring a smooth resolution process.
Our team regularly updates their knowledge base to stay informed about common issues and their solutions. This enabled them to provide accurate and timely assistance to customers, reducing resolution time.
We set performance metrics, including an average handling time of 4 minutes and 20 seconds and a maximum hold time of 2 minutes and wait time of no more than 20 seconds. Additionally, we aim to maintain a customer satisfaction score (CSAT) above 3.9, indicating excellent service quality. Since we are talking about a large number of calls, this is an ideal number for a great customer service.
Understanding the Metrics that Matter
Offered Calls
At the heart of customer support operations are the incoming calls representing the demand for assistance. These calls vary in volume and nature, influenced by factors like marketing initiatives, product launches, or seasonal fluctuations.
Answered Calls
Answered calls signify the successful responses provided by the support team within a specified timeframe. Timely resolution is critical in meeting customer needs and maintaining satisfaction.
Acceptable Calls
While addressing incoming calls, maintaining quality standards is paramount. Acceptable calls represent those that meet predefined criteria such as issue resolution, adherence to guidelines, and ensuring overall customer satisfaction.
Forecast
Forecasting, based on historical data and predictive analytics, estimates the expected call volumes. Accurate forecasting is essential for proper staffing and resource allocation.
Service Level (SL)
Service Level measures the percentage of calls answered within a stipulated time frame compared to the total received. Meeting or surpassing SL targets indicates the efficiency and responsiveness of the support team.
Our floor managers, team leaders, and coordinators worked collaboratively to meet service level agreements (SLAs) of 95% and minimize queue times for customers.
To accommodate fluctuations in demand, we maintained a core team of agents supplemented by additional resources based on client forecasts. New agents underwent thorough training to ensure readiness to handle unexpected surges in customer inquiries.
Restaurant Onboarding
Our team reaches out to newly onboarded restaurant owners or managers to provide a comprehensive overview of the platform. We assist them in signing in by furnishing credentials and offer tablet training to facilitate their transition to going live and commencing order processing. This includes guidance on updating business hours and other relevant settings to ensure a seamless experience for their customers.
Email/ Tickets
We have a separate dedicated floor for tickets, each agent is tasked with achieving a daily target of addressing 100 tickets. Our approach to handling emails is innovative: while some issues may be unique and require personalized responses, we streamline the process by utilizing saved responses for recurring situations. This not only reduces wait times but also ensures timely resolutions, ultimately enhancing customer satisfaction (CSAT).
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