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Media Client Speeds Up Resolution with Outbound Calls, 
Reducing AHT by 100 seconds and Increasing CSAT by 8%

Media Client Speeds Up Resolution with Outbound Calls, Reducing AHT by 100 seconds and Increasing CSAT by 8%

Industry

Media

case studies
Media-Client-Speeds-Up-Resolution-with-Outbound-Calls

Table of contents

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Competition is stiff across the media and entertainment industry, making support experience a key contributor to customer retention. When agents have the option to use outbound calls to resolve chat interactions that seem to be going nowhere, everyone involved is happier.

Challenge

For a well-known entertainment and streaming media brand, swift customer resolution via chat is often a challenge, characterized by:

  • Excessive AHT for complicated troubleshooting and billing issues
  • Poor chat communication leading to unhappy customers
  • Agent-customer misunderstanding

Solution

Chat agents offered customers an outbound phone call to speed issue resolution:

  • Defined criteria for Chat-to-Call use cases (i.e., long chat, complicated billing, lengthy troubleshooting, miscommunication, etc.)
  • Trained agents on outbound dialing and when to offer Chat-to-Call
  • Tracked CSAT daily on Chat-to-Call to assess overall impact
  • Increased agents’ comfort level in transitioning to voice contact

Results

Using outbound calls to resolve some chat sessions ensured agent effectiveness and made customers happier:

  • 8% improvement in CSAT scores
  • 100 seconds reduction in AHT
  • Increased Speed to Resolution
  • Improved overall customer experience
  • Increased agent efficiency

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