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Customer Centricity Program

To enhance customer satisfaction and loyalty by launching a Customer Centricity Program focused on improving key metrics suchas Net Promoter Score (NPS), Voice of Customer (VOC) feedback, First Response Time (FRT), First Call Resolution (FCR), and overall Customer Satisfaction (CSAT).

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Project Leadership Highlights

  • In depth analysis of customer feedback to identify pain points and service improvement areas

  • Mapped end-to-end customer journeys to uncover friction and elevate service delivery

  • Defined and implemented key performance metrics: FRT, FCR, NPS, and CSAT aligned with SLAs

  • Developed and delivered training modules on empathetic communication and first-contact resolution

  • Collaborated with IT to enhance systems for real-time data capture and performance tracking

  • Designed and launched an escalation matrix for faster and more effective dispute resolution

Key Outcomes & Impact

  • Improved Net Promoter Score (NPS) by 30 points within 2 years.

  • Reduced First Response Time (FRT) from 3 days to 4 hours through process reengineering.

  • Increased First Call Resolution (FCR) rate by 20% through frontline empowerment and knowledge base optimization.

  • Boosted overall CSAT score by 8.15% year-over-year.

  • Strengthened cross-functional collaboration between Customer Service, Sales, and Operations teams to create a unified customer experience strategy.

Tools and Methodologies

  • Journey Mapping & Root Cause Analysis

  • Agile Project Management

  • Lean Six Sigma for Service Improvement

  • CSAT/NPS Survey Tools

  • Voice of Customer (VOC) Analytics

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