Virtualizing scalable customer service

Snapshot

Blueprint designed and implemented a virtualized customer support solution that achieved rapid growth goals, reduced costs, and improved the quality and speed of customer support.

Our work

  • Support engineering
  • Customer experience strategy
  • Virtual team infrastructure
  • Market reserach

The Problem

Our client, a major streaming entertainment provider, was experiencing explosive growth, resulting in the need to increase their customer support team by 300% over a very brief period. Increasingly expensive real estate and salary costs had leadership looking overseas at low-cost outsourcing companies to achieve their growth goals while maintaining high-quality customer experience with little success.

The Blueprint Way

Blueprint designed and implemented a virtualized customer support solution that achieved rapid growth goals, reduced costs, and improved the quality and speed of customer support. The Blueprint team researched the client’s market, analyzed the nature of their engagements with customers, and assessed possible cost structures to create a virtualized, scalable customer support solution. With goals of rapid scalability, cost management, and improving support quality in mind, we focused our solution on three key pillars: virtualization of the front-line customer support associate role, a dynamic and flexible scheduling model, and a performance-based incentive model to drive quality.

Virtualization addressed cost concerns and, along with models for flexible scheduling and performance-based incentives, attracted a far more diverse and eligible candidate pool that achieved the speed-to-scale while delivering the world-class customer support metrics our client needed.

Impact

  • Cost reduction of $12,000 per employee even after increasing hourly pay and providing stipends to improve remote workspaces.
  • Enabled client to hire and train 20 times faster than their previous model while attracting highly skilled and qualified employees.
  • Call answer times within the first 30 seconds increased from 25% to 90% as a result of incentive-based pay.
  • 85% of customers scored their experience as “excellent” on the new support model, compared to below 70% prior to changes.

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