Agents Republic Inc.

BACKGROUND

Please describe your company and position.

I am the Head of Game Services of Ten Square Games SA

Describe what your company does in a single sentence.

Mobile gaming

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Agents Republic Inc. to accomplish?

• Quality
• Outsource
• Costs management

SOLUTION

How did you find Agents Republic Inc.?

Online Search

Why did you select Agents Republic Inc. over others?

• High ratings
• Pricing fit our budget

How many teammates from Agents Republic Inc. were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Services Provided 
The company will offer the following customer support services: 

• 24/7 Customer Support: Round-the-clock support through various channels including phone, email, live chat, and social media. 
• Multi-language Support: Offering support in multiple languages to cater to a global customer base. 
• Technical Support: Handling technical inquiries and issues related to our clients' products or services. 
• Product Information and Order Support: Providing information about products/services and assisting with order placement, tracking, and issues. 
• Feedback Collection and Analysis: Collecting customer feedback and providing analysis to help our clients improve their products and services. 
• Escalation Handling: Efficiently escalating complex issues to the appropriate levels to ensure resolution. Reporting and Analytics: Providing detailed reports and analytics on customer interactions, satisfaction levels, and support efficiency. 
• Key Deliverables 
  • Customer Support Team: A dedicated team of customer support agents trained specifically on our clients' products and services. 
  • Customized Support Strategies: Development of customized support strategies to meet the unique needs of each client. 
  • Performance Reports: Monthly and quarterly reports detailing performance metrics, customer satisfaction ratings, and areas for improvement. 
  • Continuous Improvement Plan: Regular reviews and updates to the customer support strategy based on performance data and client feedback. 
  • Technology and Infrastructure: Access to state-of-the-art customer support technology and infrastructure, including CRM systems, call center software, and communication tools. 
  • Training and Development: Ongoing training and development programs for support agents to ensure they remain proficient in customer service best practices and our clients' evolving product/service offerings.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We are delighted to report significant progress and success in our customer support operations, evidenced by measurable outcomes that reflect our commitment to excellence and continuous improvement. 
Here are the key metrics that underscore our achievements: 

• Customer Satisfaction Score (CSAT): We've seen a remarkable increase in our CSAT, with a rise of 15% over the past year. This improvement indicates higher customer satisfaction levels, showcasing the effectiveness of our support team in addressing and resolving customer queries and issues promptly and efficiently. 
• Net Promoter Score (NPS): Our NPS has improved by 20 points, demonstrating that a greater number of our clients' customers are now more likely to recommend their products and services. This score is a testament to the quality of support we provide, significantly contributing to enhancing our clients' brand reputation and customer loyalty. 
• First Contact Resolution (FCR) Rate: There's been a 10% increase in our FCR rate, indicating that our agents are more effectively resolving customer issues during the first interaction. This efficiency not only boosts customer satisfaction but also optimizes our operational efficiency, reducing the need for follow-up contacts and lowering support costs. 
• Average Response Time: We have successfully reduced our average response time by 30%, ensuring that customer inquiries are acknowledged and addressed more swiftly than ever before. This responsiveness is crucial for customer satisfaction and reflects our dedication to providing timely support. 
• Agent Satisfaction Score: Recognizing the importance of a motivated and satisfied team, we've implemented various agent engagement and development programs, resulting in a 25% improvement in our agent satisfaction score. A happy team translates to happy customers, and this metric is crucial for sustaining the quality of our customer support services. 
• Cost Efficiency: Through strategic process optimizations and the leveraging of advanced support technologies, we've achieved a 20% reduction in operational costs without compromising the quality of service. These savings have been beneficial for our clients, providing them with more value and allowing for reinvestment into further enhancing customer experiences.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Our experience with the project management approach of Agents Republic has been exceptionally positive and noteworthy. Their meticulous attention to detail, combined with a proactive and client-centric methodology, ensured the smooth execution and timely delivery of every project milestone. Here's a breakdown of our experience: 

• Timely Delivery: Agents Republic Inc. has consistently demonstrated an unwavering commitment to meeting deadlines. Each phase of the project was carefully planned, executed, and delivered on schedule, reflecting their professionalism and dedication to time management. Their ability to anticipate challenges and implement preemptive solutions played a crucial role in maintaining momentum and ensuring that project timelines were strictly adhered to. 
• Responsiveness to Needs: The responsiveness of the Agents Republic team to our needs was outstanding. From the onset, they established clear and open lines of communication, making themselves available to address our queries, provide updates, and incorporate feedback. Their approach was highly collaborative, ensuring that our objectives were fully understood and integrated into their strategy.
• Project Management Tools and Techniques: Utilizing state-of-the-art project management tools and techniques, Agents Republic was able to efficiently organize, monitor, and deliver on all aspects of the project. Their adept use of technology facilitated seamless collaboration, both internally and with our team, enhancing overall efficiency and productivity.

What was your primary form of communication with Agents Republic Inc.?

Virtual Meeting

What did you find most impressive or unique about this company?

Here's a breakdown of our experience: 

• Adaptability: One of the most impressive aspects of their project management was their adaptability. In instances where our needs evolved or unforeseen challenges arose, Agents Republic's team was quick to reassess and realign their approach. This flexibility ensured that the project remained on track, and solutions were tailored to our changing requirements, without compromising on quality or timelines. 
• Collaboration and Communication: The regular updates and checkpoints instituted by Agents Republic fostered a transparent and collaborative environment. This openness not only kept us informed about the project's progress but also instilled confidence in their handling of our account. Their commitment to maintaining open channels of communication was instrumental in building a strong and trusting partnership. 

Are there any areas for improvement or something Agents Republic Inc. could have done differently?

No that come to my mind