Case Study
Education Industry
How ROI exceeded an education partner’s goals in bilingual support by 10% and maintained a 90% service level average post-pandemic.
CLIENT OVERVIEW
This education-focused client offers over 1,000 educational products from nursery to 12th grade. Their mission is to provide students, teachers, and parents with quality academic resources, with support for homeschooling. They produce professionally illustrated textbooks and teaching aids, providing students with the knowledge and skills to succeed.
CHALLENGE
Our client faced challenges during the COVID-19 pandemic as demand for their homeschooling products and services rose, especially among Spanish-speaking customers. This surge in demand caused difficulties for the internal bilingual customer support team, which struggled to keep up with the needs of this demographic. As a result, they faced issues meeting customer demands and ensuring customer satisfaction.
SOLUTIONS
ROI CX Solutions came on board to address the bilingual surge in demand. We would provide trained and efficient Spanish bilingual customer service agents who can handle inbound customer calls effectively. These agents would be equipped to provide a range of services, including facilitating orders, processing returns, tracking shipments, and addressing other related concerns.
RESULTS
ROI CX Solutions is proud to say that exceptional results were achieved within the first month of implementing our plan. We achieved a 90% service level average for August 2021, which exceeded the goal our client set by 10%. Our team has demonstrated a strong commitment to quality by consistently maintaining an average score of over 90%, meeting and exceeding the company’s goals for quality standards.
ADDITIONAL BUSINESS AWARDED
ROI CX Solutions is proud to say that exceptional results were achieved within the first month of implementing our plan. We achieved a 90% service level average for August 2021, which exceeded the goal our client set by 10%. Our team has demonstrated a strong commitment to quality by consistently maintaining an average score of over 90%, meeting and exceeding the company’s goals for quality standards.
CLIENT QUOTE
We were struggling to keep up with the high demand for our products and services during the pandemic, especially among our Spanish-speaking customers. ROI CX Solutions provided us with a customized solution that addressed our specific needs. The bilingual customer support team they provided was efficient, knowledgeable, and effective, which helped us meet our customer demands and maintain customer satisfaction. We are grateful for their partnership and look forward to continuing to work with them to support our business growth.
