A significant performance gap existed between the Mobility Tech Support (MTS) voice and chat support channels. The chat channel’s resolve rate lagged behind the voice channel by over 10%. The goal was to elevate the chat channel’s resolve rate to match or even surpass that of the voice channel.

To address these challenges, we developed a robust, standardized comparison framework to harmonize metrics and KPIs across voice and chat channels. Collaboratively, the client prioritized access rights while [24]7.ai concentrated on enhancing agent skills through specialized training programs.

With these frameworks implemented, we achieved remarkable results in just five months. Our client was so impressed that they praised the team, saying, “Good work, keep it coming!