Case Studies
- AFFINA Client Since:
- 1985
- Transaction Types:
- B2C
- Client Industry:
- Consumer Electronics
- Services Provided:
- Inbound/Outbound Customer Service, Technical Support, Literature Fulfillment
Since 1985, AFFINA has served this leading global consumer electronics client by delivering presales information and post-sales product support for televisions, DVD players and recorders, VCRs, camcorders, and digital satellite systems. Further, AFFINA provides assistance in the client's safety issue program by contacting registered customers with potential safety issue concerns and providing product exchange support. By handling this proactive program, AFFINA continually helps the client avoid a product recall. To ensure that client's customers received outstanding customer service, AFFINA provides CSRs with extensive hands-on product training via a product training room containing all of the client's most popular product models.
AFFINA's initial program success involved implementing process improvement while maintaining quality to reduce the average handle time. The AFFINA team was able to reduce the average handle time by three minutes, saving our client more than $900,000 annually. This success encouraged the client to let AFFINA handle additional programs since the client's in-house average handle time was eight minutes per call and our five-minute average call handle time topped that and is even one minute below the AFFINA set goal.
To further validate AFFINA's value, we recently conducted an email based survey to the client's customers. Based on respondents' feedback, AFFINA recommended client website alterations that, in only one month, increased customer satisfaction by 10.2 percent.