Highway to English is an online teaching academy that consists of 3 separate educational entities, each entity is specialized in a specific field and each serves a certain age group.
With the help of our contact center team, Highway to English was able to:
- Provide better customer care services for each student.
- Improved calls efficiency and clarity.
- Keep the academy financial status in check.
- Ease the enrollment & class scheduling procedures.
- Increased customers’ satisfaction level to 4.75.
- Help the academy retain existing students and gain new ones.
- Improved ROI up to 600%.
Status: Ongoing project.
Sbitany & Co.
Sbitany & Sons Co. is the industry leader in the retail and wholesale of electrical home appliances in the Westbank and Gaza.
With the help of our contact center team, Sbitany & Co. was able to:
- Meet more customers’ requests daily, via both emails and phone calls.
- Provide better maintenance and customer care services.
- Increase sales in different selling points.
Reduced calls waiting time, from 180 seconds down to 10 seconds or less
Decreased average number of unanswered calls, from 25% down to 2%
- Shorter call duration, from 5 minutes down to 3 minutes.
How The Above KPIs Helped Sbitany?
By decreasing the likelihood of the following happening:
Encountering busy customer care phone lines.
- Coming face to face with an angry customer at a selling point.
- Customers having to make second phone calls to reach technical support.
- Emergencies happening on a large scale.