Samsung is a South Korean-headquartered global conglomerate, providing products ranging from engineering and construction services to semiconductors. It is perhaps best known for its consumer electronics division, which provides some of the world’s best-selling TVs, mobile devices, and digital appliances.
Throughout the Americas, Konecta partners with Telefónica in its mission to provide connections that bring people together.
Cars may travel at speed, but the automotive sector has not really moved much in the last hundred or so years. Much of the technology, the distribution models, and the brands have largely remained the same
On the 27th September, we were delighted to host the ABI Lab COO Roundtable at Konecta’s office in Milan, which was attended by representatives from leading Italian banking institutions.
Following a complex period, our sector is undergoing a phase of renewal and adaptation to new market needs, playing a leading role on a global level. At Konecta, we believe that the upcoming year will be marked by company consolidation, service transformation, leveraging digitization, and fostering talent. Through all of this, we will achieve a unique customer experience.
The decision to outsource customer support is one of the most difficult decisions for a company. There might be many reasons why outsourcing should even be on an agenda. Two of these are staffing issues (turnover) and training. The result of outsourcing customer care may be a huge success or a ruin of company’s name. This is why it is absolutely necessary to select a partner in outsourcing, which, at the same time will suit the specifics of your needs and maintain your customer service standards.
Outsourcing has become a popular business strategy for companies looking to reduce costs and maximize efficiency. By outsourcing certain tasks and processes, businesses can take advantage of specialized expertise and lower labor costs. However, navigating the world of outsourcing can be complex and challenging.
RDI partnered with a leading telecommunications provider whose review process for service activation calls was cumbersome. Though they had a sizeable team of analysts dedicated to quality assurance, their average handle time was 45 minutes; analysts were lucky to review two calls per hour—a small fraction of the total volume. The company came to RDI looking for a more efficient and lower-cost QA solution
One of RDI’s retail clients, a premium, durable product manufacturer, faced several challenges: delivering best-in-class customer experience during regular call traffic and seasonal volume spikes that dramatically affected customer satisfaction and strained internal workforce.
A long-standing RDI partner in the healthcare industry experienced decreased customer satisfaction (CSAT), primarily caused by lower than expected first call resolution (FCR) scores. As call volume increased due to repeat calls, customers became frustrated with lingering issues, long wait times, and substandard service
