Page 26 - Straive eCoffee Table Book: Data Solutions

Building Exceptional

Customer Service

Straive quickly onboarded several customer service
representatives and cross-trained back-office agents to

handle the surge in consumer complaints. We implemented
an accelerated training program to fast-track agents to the
production floor.

The strategy employed was to modify the agent onboarding
curriculum to make them experts in handling complaints or
issues received via chat and email. Next, they were trained to

support more complex issues. Once the agents gained
significant experience on the shop floor, they were deployed

to conduct voice and WhatsApp transactions.

Straive’s focus on analyzing quality opportunities, productivity
monitoring via real-time dashboards, and personalized

corrective training were key in meeting consumer complaint
turnaround times, customer satisfaction, and an improved
first call resolution rate.

26 | Data Solutions | Omni-Channel Support Solution