Voice Customer Support

Internet network provider

In this example, a yearly cost of 0.7M USD for a support line was reduced to the target budget of 0.4M USD by implementing an action plan consisting of three phases. In Phase 1, the client's staff was transitioned to Ants' payroll and performance was audited, resulting in an average 10% improvement in qualitative KPIs. Phase 2 involved process improvements, where Ants' project manager revised agent scripts and procedures, leading to a reduction in average handling time by over 50% without affecting KPIs. Phase 3 involved creating a self-service roadmap with the client, resulting in a 120% decrease in call volume during the 4th quarter. The end result was a satisfied client with reduced CX expenses and a user-friendly self-service solution for customers. Ants earned a yearly income of 0.4M USD.

5G network provider

Our client recently announced a switch from 4G to 5G wireless network standards for their customers. As their trusted partner, we offered comprehensive customer support for hardware replacement, software and hardware settings, benefits of using the 5G network, and billing. During the transition period, our team grew by 300% and made over 50K outbound calls to assist customers in swapping their old equipment for new ones.

Despite the increased workload and high call volumes, our customer support team successfully maintained SLA and C-sat rate targets by adapting verbal scripts, reducing AHT, and conducting outbound call campaigns to decrease inbound calls. We also divided the customer support line into L1 and L2, with L1 designed for newcomers to handle basic requests and L2 staffed with experienced agents to address more complex technical issues and support the L1 line.

Our efforts resulted in a seamless transition for our client's customers and a significant increase in customer satisfaction. We take pride in providing exceptional customer support and exceeding our client's expectations.

Electronic Distributor

Ants has been entrusted by a renowned electronics distributor with their customer support function, resulting in a 90% customer satisfaction rate. In addition, our team has successfully implemented cross-selling and up-selling techniques in the inbound support line, leading to a 2% increase in monthly income.

The chain of Dental clinics

Our team has extensive expertise in managing incoming calls from customers/patients requiring dental assistance. They are accountable for recording customer grievances, arranging check-ups at clinics for customers, and supplying post-treatment aid.