Case Study
Restaurant Industry
How we boosted customer satisfaction by over 15% in less than a year for a leading restaurant chain
CLIENT OVERVIEW
This leading restaurant brand was founded in 1987, and has grown to be one of the world’s most recognized bakery-café chain, with over 2,000 locations throughout the United States and Canada. Focused on serving soups, salads, sandwiches, and bakery treats, without artificial preservatives, fast in a warm, welcoming environment by people who care.
CHALLENGE
Prior to partnering with ROI CX Solutions, this particular client had an internal call center team and was looking for a more cost-effective solution that could scale. This solution would need to be focused on email responses and allow the existing internal team to save time, resources, and money.
SOLUTIONS
More cost-effective than having an internal team, ROI CX Solutions agents can solely focus on answering incoming emails from customers (no voice, no chat). Based on their business model and budgetary needs, our client likes to have general oversight of this line of business but favors ROI handling daily management of details with significant cost savings.
RESULTS
In a recent business review with our longstanding partner, there has been a noted improvement in Customer Satisfaction (CSAT) ratings from the beginning of 2022 with 52% CSAT to a strong, positively trending survey average of over 60% end-of-year goal. Agents reduced their Needs Help Ratio by 8%, and the team’s total tickets handled up 48%, bringing Tasks Per Hour from 11.52 to 12.7.
ADDITIONAL BUSINESS AWARDED
Initially, we started with a small offshore team based in the Philippines, 11 FTEs. With growth and disaster recovery requirements, the headcount doubled with approval for nearshore agents based in Mexico. Due to our repeated success, our client has entrusted all new hire training to ROI CX Solutions.
