Rite Direction

BACKGROUND

Please describe your company and position.

I am the Head of Customer Service of a finance company.

Describe what your company does in a single sentence.

Provide business finance

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Rite Direction to accomplish?

• To handle customer account queries

SOLUTION

How did you find Rite Direction?

Referral

Why did you select Rite Direction over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Rite Direction were assigned to this project?

6-10 Employees

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

•  Ensure every customer interaction results in a positive experience, which can lead to higher customer loyalty and retention
• Resolve customer issues on the first call to avoid repeat inquiries, which improves efficiency and customer satisfaction.
• Decrease the amount of time spent on each call without sacrificing service quality.
• Increase revenue through strategic upselling and cross-selling during customer interactions.
• Gain insights into customer needs, preferences, and pain points to improve services and products
• Ensure that agents adhere to legal, regulatory, and company standards.

RESULTS & FEEDBACK

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

1. Customer Satisfaction (CSAT) Score 80% plus average
2. First Call Resolution (FCR) Rate 70% average
3. Average Handle Time (AHT) 70% on par
4. Service Level (SLA) Agreement was met by Rite Direction 

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

They maintained open lines of communication, keeping us updated on project progress, any potential delays, or changes to plans. Their project managers were always accessible to discuss our concerns and adapt to shifting priorities as needed.
They demonstrated flexibility by quickly solving problems, such as unexpected system errors or staff shortages, without disrupting the flow of operations.
They had mechanisms in place to ensure quality, like performance reviews, customer feedback, and regular check-ins.

What was your primary form of communication with Rite Direction?

• Virtual Meeting
• Email or Messaging App

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

Their communication skills were excellent. They made us feel like we were all in the same building and on the same page all the time, even though we were in another continent. 

Are there any areas for improvement or something Rite Direction could have done differently?

None.