Name: Strategy and Tactics PowerPoint template
Uploaded: 2022-03-06
Duration: 1 min 25 s
Description: Year 2020 NPS 10. Year 2021 NPS 32. NPS Score 2020 Vs. 2021.

Year 2020 NPS 10. Year 2021 NPS 32. NPS Score 2020 Vs. 2021. 

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Introducing new channels  of services via (Website, Mobile App, WhatsApp, IVR & Live Chat) has enhanced the customer experience and made their journey much easier resulted in: Reducing the customers Waiting Time Reducing the Abandoned rate Enhancing the digital channels for self-services

Year 2020 C-SAT 78%. Year 2021 C-SAT 83%. C-SAT Score 2020 Vs. 2021. 

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Year 2020 17%. Year 2021 1%. Abandoned Calls 2020 Vs. 2021. 

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Increasing accuracy  of capturing accidents locations through IVR and WhatsApp Launching WhatsApp BOT  for accidents registrations  Launched IVR  for inquiries & Complaints has decrease abandoned calls and increased in Service level Launched Live Chat  now our customers can chat with an agent though WhatsApp, Website & App

Year 2020 90%. Year 2021 99%. SLA 2020 Vs. 2021. 2021 Contact Center Achievements. 

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Year 2020 1.49 Min.. Year 2021 0.14 Min.. Average Waiting Time 2020 Vs. 2021. 

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Year 2020 7%. Year 2021 20%. Digital Interactions 2020 Vs. 2021. 

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95% of our services  are digitally available through a comprehensive automation campaign, it become easier for the customer to perform the needed service without the need of a human interactions thorough a wide range of channels (Website, Mobile App, WhatsApp & IVR)

Strategy and Tactics PowerPoint template

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