“The most important thing in communication is understanding what isn’t said.”
Adrian Program Manager,
“We are intrigued with the virtual work concept and are looking for a partner who will consistently offer premium service to our valued customers.”
Our client, a multinational e-commerce marketplace had the above requirements when they contacted INVIRES, our experts in offering remote solutions. Of our client wanted a new impulse in their trade. They were excited about the new partnership as it was their first time to entirely implement the home office approach for a whole business unit.
Multinational e-commerce marketplace
Employees: 14,000 +
Listed company: Yes
- Customer service
- Order management
- Complaint management
Our client had a very high agent profile and with three months only until the launch of the project, time was of the essence.. The team at INVIRES was faced with a tight deadline to find, recruit and train the right and experienced service agents.
INVIRES offers premium customer service 365 days a year through phone and e-mail channels. Their commitment and proactive attitude of solving the customers inquiries has led them to become benchmark leaders in the member to member support. This resulted in an upsurge of the customer satisfaction rate to 85%. Additional highlights of the project are:
The service specialists treat every inquiry with utmost honesty and confidentiality. They receive inquiries such as products that were damaged during delivery or wrong deliveries. Each escalation is unique but they always ensure that all cases are successfully solved.
Thanks to the strong system knowledge and excellent communication skills of the service specialists, they are able to diligently connect with the customers and guide them to the right solution. Owing to the open communication with the team managers and the remote working option, they are pleased to work for INVIRES with an agent satisfaction rate of 92%.
Our client is delighted with the performance delivered by the entire INVIRES team. The relationship we have established with our client is thriving and based on mutual trust and respect. They believe in the virtual concept and are always open for feedback and new ideas.
To sum up.
Working virtually gives our service specialists the freedom to work from where they work best and brings out their best potential. We are happy about the trust we receive from our client as well as their customers and look forward to a long-standing partnership.
"We live and breathe service. Our customer service agents love their job and every day they ensure that the customers’ needs are met. They always deliver a memorable service experience."
Adrian Program Manager, Nuremberg