Skip to main content Skip to main navigation Skip to search Skip to footer

HCL BPO's solution increased first call resolution and customer satisfaction

HCL BPO's solution increased first call resolution and customer satisfaction

The Client

The Client is a leading player in the anti-virus software market with a consumer base of 100 million and market capitalization of US$ 4.9 billion.

Business Need

The Client sought a comprehensive and cost-effective solution to provide its end-users with a viable alternative to phone support. The Client also needed to improve quality, customer satisfaction operational efficiency.

HCL's Solution

HCL provided problem simulation and troubleshooting support through voice, email and chat. The voice-based support was offered to the gold premium customers on an 18x7 basis for virus and spy ware issues like infection, detection and removal. The chat and email based support was offered for anti- virus products for Installation / configuration and usage related issues.

Results

  • Trend Report: A trend report was created on a daily basis where all records of product enhancements are maintained and recurring issues are constantly tracked. The trend report is then sent to the Client for feedback and further improvement.

  • Database and simulation for new products is maintained where all resolutions including troubleshooting is stored in the knowledgebase and shared with the Client.

  • Escalation Callbacks: HCL ensured follow-up calls to irate and unhappy customers.

  • Special Incentive Schemes: During times of uncertain spikes like virus outbreak HCL provided more man-hours by introducing the Special Incentive Schemes.

  • Cafe de Client: HCL set up a dedicated lab with supported OS and products for research and training purposes.

Learn more about HCL Tech's business outsourcing services solutions.

DOWNLOAD THE SUCCESS STORY

Contact Us
MAX CHARACTERS: 10,000

We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.

We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.