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Case Study

Achieving Improved NPS for an Australian IT Company

Relia group has achieved a Net Promoter Score (NPS) target by analyzing a root cause and revamp the guideline, process to enhance customer experience maximized.

Challenge

A top Australian digital agency's NPS (Net Promoter Score) rating had been steadily trending down due to ongoing account migration, from +30.64 to just +10.

Solutions

  • We revised the clients' QA (Quality Assurance) guidelines and form, emphasizing customer experience criteria in correspondence with the client's NPS Survey form.
  • We provided top-level management with in-depth analyses of survey results.
  • We intensified and doubled the frequency of activities such as Quality Huddles and internal and external calibrations, scheduling them twice a week instead of just once.
  • We facilitated technical refresher courses — specific to topics and call types that earned neutral and detractor ratings from customers — for all staff, mainly mid and bottom performers.
  • We executed a Closed-Loop Feedback process to ensure that Team Leaders' coaching sessions with agents addressed specific detractor reasons.

Results

  • NPS went up to +14, an improvement of 4 points in only the first month after the new QA form was rolled out. NPS then rose to +15 and is still trending positively.
  • With the new Service by Skill support model, service level (GOS) has strengthened and is now 8.73% above the client's set target.

Related companies

Altius Inspiro, Inc. / Altius Infocom, Inc.
Altius Inspiro, Inc.
We mainly provide CRM service for North America and the Philippines by Altius Inspiro, Inc. and Altius Infocom, Inc. in the Philippines. We also provide support in Spanish at the Nicaragua site as well.

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