Slaking the thirst for customer satisfaction
When lingering customer dissatisfaction plagued the performance of her function, Imelda Santos, Director of Customer Experience at a leading US investment management firm, decided it was time for transformation. She brought in a team of specialists from Infosys BPM who reversed the tide of poor agent performance through their expert application of lean methodologies. This case details their transformative approach as well as the significant outcomes: an all-round improvement in customer satisfaction metrics and great reduction in the dissatisfaction drivers.
Approach summary:
- DMAIC-led playbook
- Scrubbing of metrics at scale
- Modular improvement solutions
- AI for better quality intelligence
- Weekly governance cadence
Key benefits:
CSAT improved from ~74.2% to ~80.0% 
Agent-driven DSAT reduced from 5.7% to 1.54% 
Process-driven DSAT reduced from ~9.6% to ~7% levels reached 
FCR increased from ~86.3% to ~89.5%+ 
Overall AHT reduced from 748 s to 665 s 
High-impact AHT reduced from 867 s to 708 s 
Week-on-week stability at ≥87% 
