Optimizing Tech Support for a Leading Commercial Vehicle OEM

About the Client

This global technology company supplies systems for passenger cars, commercial vehicles, and industrial technology.

With production 161 locations in 30 countries, they offer comprehensive product and software solutions for established vehicle manufacturers and emerging transport and mobility service providers.

Challenge

To improve the quality of their customer service, our client needed to address a sizable skills gap and manage their technical customer support desk.

Soft Skills Impact the Quality of Tech Support

Their customer service desk plays a crucial role in providing technical assistance to mechanics who need support for ordering tractor trailer parts — a specific skill set to meet.

While their agents had technical knowledge from their mechanical backgrounds, some lacked the necessary soft skills and training to deliver efficient and professional customer service to callers seeking assistance.

Solution

Evergreen implemented a series of solutions to address the skills gaps and manage the team’s performance, productivity, and retention.

First, a two-month training program covering technical part details, materials for troubleshooting, and effective communication techniques was created. Then, a shadowing process for new hires was put in place so they could learn from more experienced agents.

We also added in a performance tracking program fueling ongoing quality assurance checks with regular call feedback review and scorecards. The result was 85% response rates on surveys and improved employee engagement.

90%

Customer Satisfaction Rating

80%

Of Agents Converted to Full-Time Employees

3.5%

Attrition Rate, Half the Industry Average of 7%