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From An Authorized
Agent of 1 Brand to
13 Manufacturer Contracts
and Expanding Coverage Throughout Victoria Province
The Company
Premium Repair Services (PRS) is a leading Australian provider of repair and service solutions for modern consumer electronics ranging from handheld devices, home entertainment, to larger, white goods appliances such as refrigerators and washing machines. The repair and service provider is driven to offer the same white-glove service to all consumers and suppliers in the entire Victoria Region, with plans to operate at a national level in the near future.
The Challenge
Most of the customers, not being tech savvy, were not able to communicate their issues properly to PRS Customer Support. Add to this the fact that the customer care process was not well defined, PRS’ consumer electronics and appliance division for Samsung struggled with long call handling times (13 minutes on average) and low internal brand NPS scores.
The division also faced a growing backlog of overdue quotes because of the customer support team not having the headcount to cover the demand.
These core issues resulted in an increase in escalations to Samsung’s warranty coverage, hurting PRS’ status as a Samsung partner. Being relegated to a lower partner status locked the company out of opportunities to acquire more contracts and expand service areas.
The Solution
PRS partnered with Origo BPO to build an offshore support team in the Philippines.
In just 12 weeks, Origo recruited and trained remote team members, analyzed the high and low points in the NPS channels, and devised a plan to manage incoming call response rate, turn around time, and back of house provisioning.
The existing follow-up process was also overhauled to automate and add more
touch points via calls, emails, and SMS.
Origo also designed the members’ daily task rhythm and allocation to eliminate backlogs and optimize member bandwidth.
The Company
Premium Repair Services (PRS) is a leading Australian provider of repair and service solutions for modern consumer electronics ranging from handheld devices, home entertainment, to larger, white goods appliances such as refrigerators and washing machines.
The repair and service provider is driven to offer the same white-glove service to all consumers and suppliers in the entire Victoria Region, with plans to operate at a national level in the near future.
The Challenge
Most of the customers, not being tech savvy, were not able to communicate their issues properly to PRS Customer Support. Add to this the fact that the customer care process was not well defined, PRS’ consumer electronics and
appliance division for Samsung struggled with long call handling times (13 minutes on average) and low internal brand NPS scores.
The division also faced a growing backlog of overdue quotes because of the customer support team not having the headcount to cover the demand.
These core issues resulted in an increase in escalations to Samsung’s warranty coverage, hurting PRS’ status as a Samsung partner. Being relegated to a lower partner status locked the company out of opportunities to acquire more contracts and expand service areas.
The Solution
PRS partnered with Origo BPO to build an offshore support team in the Philippines.
In just 12 weeks, Origo recruited and trained remote team members,
analyzed the high and low points in the NPS channels, and devised a plan to manage incoming call response rate, turn around time, and back of house provisioning. The existing follow-up process was also overhauled to automate and add more touch points via calls, emails, and SMS.
Origo also designed the members’ daily task rhythm and allocation to eliminate backlogs and optimize member bandwidth.
20-step recruitment process, which now boiled down to a single phone call.
The Company
Premium Repair Services (PRS) is a leading Australian provider of repair and service solutions for modern consumer electronics ranging from handheld devices, home entertainment, to larger, white goods
appliances such as refrigerators and washing machines.
The repair and service provider is driven
to offer the same
white-glove service to all consumers and suppliers in the entire Victoria Region, with plans to operate at
a national level in the
near future.
The Challenge
Most of the customers, not being tech savvy, were not able to communicate their issues properly to PRS Customer Support. Add to this the fact that the customer care process was not well defined, PRS’ consumer electronics and appliance division for Samsung struggled with long call handling times (13 minutes on average) and low internal brand NPS scores.
The division also faced a growing backlog of overdue quotes because of the customer support team not having the headcount
to cover the demand.
These core issues resulted in an increase in escalations to Samsung’s warranty coverage, hurting PRS’ status as a Samsung partner.
Being relegated to a lower partner status locked the company out
of opportunities to acquire more contracts and expand service areas.
The Solution
PRS partnered with Origo BPO to build an offshore support team in the Philippines.
In just 12 weeks, Origo recruited and trained remote team members, analyzed the high and low points in the NPS channels, and devised a plan to manage incoming call response rate, turn around time, and back of house provisioning.
The existing follow-up process was also overhauled to automate and add more
touch points via calls, emails, and SMS.
Origo also designed the members’ daily task rhythm and allocation to eliminate backlogs and optimize member bandwidth.
The Result
After just three months, PRS was able to:
- Increase turnaround time by 25%
- Shorten call handling times by 15.4% or two minutes on average
- Clear backlog of overdue quotes in just two weeks
- Drop escalations by 60%
- Recapture AU$ 100,000+ worth of cash jobs
Because of these results, PRS was able to elevate its status as a Samsung partner. The repair and service provider eventually acquired 13 major brand service contracts and expanded their operations from Regional Victoria to the entire province, including the Metro Area.
