54% to 80%
Increase in CSAT
in just 4 months
A cutting-edge fintech company that delivers credit scores and other financial tools to consumers experienced tremendous hypergrowth, leaping from 1 million customers in 2010 to 80 million by 2018. The company knew that focusing on customer satisfaction and security would continue to drive growth and help fend off its competitors.
It set an ambitious goal to expand its digital customer support channels while moving its CSAT to best-in-class levels. With data security as a top priority, it also wanted to work alongside a partner with expertise in domain and cybersecurity technology. The company chose to partner with FCR for its results-based approach to CX delivery and its data security expertise.
FCR was originally hired to support the client’s tax product, which required quick and nimble action to increase staffing during the busy tax season. With a high level of performance, FCR proved its ability to “move the needle” on CSAT during this challenging time. For much of the year customers are provided support via an online ticketing system, but in late Q4 and throughout the entire tax season, a live chat channel is available. With a proven and successful performance during the most stressful time of year the client gained the confidence it needed to move more critical customer service operations to FCR. The team is now comprised of several hundred experienced team members and quickly moving closer to achieving a best-in-class 95% CSAT goal. A chat-only channel product is also being launched to provide all support in the future.
FCR collaborated with the client on several customer initiatives. Data and analytics helped pinpoint CSAT drivers and challenges with existing processes that could be improved. Proactive strategies were recommended and executed, including changes to FAQs, updates to the knowledgebase, as well as changes to some products. Customers were also proactively contacted when tax filing services expanded to their state, for example.
To ensure meticulous data security and confidentiality, FCR used several security tools and best practices, including two-factor authentication, YubiKey hardware devices, and giving the client access control to all team workstations at FCR’s site location.
In addition, FCR transitioned from traditional individual performance ratings to a “team success” model. This move encouraged collaboration between team members to provide the best possible experience for customers and create a culture of success, mentorship, and teamwork. Every tenured team member acted as a mentor to ensure the larger team drove the best possible outcomes. Team leaders engaged with individual cases and led by example. Stand-up sessions were held daily by each team to update all team members on new trends and challenges, and recognition of excellent performance was reinforced daily with individual and team rewards.
FCR’s hiring process took advantage of advanced AI technologies to find high-quality employees to deliver top-notch service, even during fast-paced seasonal hiring. Specific skills in new hires included the ability to multi-task, query data and information efficiently, and provide expert advice and solutions.
FCR also had a significant influence in the development of the client’s training materials, providing guidelines to focus training on areas that would improve customer satisfaction. Sharing insights and making recommendations resulted in enhanced content connected to key engagement drivers, and improved quality and efficiency. The client’s Learning Management Tool (LMS) is an advanced digital self-study program, with only 30-40% of the training material delivered in person. Team performance was consistently reviewed, and team leaders assigned individuals training modules based on each team member’s performance and behaviors. Individual impact and outcomes could then easily be measured.
FCR’s cutting-edge strategy for hiring, performance monitoring, and focusing on team success measurements has had a direct influence on the results. Within just four months the client saw a 13% increase in CSAT and a steady increase of 48% (from 54% to 80%) in one year. The client moved closer to its target of 95% CSAT. Innovative hiring strategies and approaches delivered a highly skilled, ambitious team aligned to the client’s culture and vision, even during seasonal ebb and flow. The proactive, collaborative relationship has helped deliver noticeable improvements to process and outcomes.
FCR’s partnership with the client continues to evolve as it expands into new products and markets.