Overview
A major credit card company wanted to deliver superior service to its high-value customers.
The Challenge
The client needed to improve the service experience for high-value customers.
Our Approach
Qualfon implemented a dedicated concierge service model designed to deliver seamless travel and lifestyle support. The solution included a concierge director and specialized reporting team that provided analytical insights and performance support. It also incorporated robust knowledge management and governance processes to ensure consistency and quality. Customers were able to access assistance through multiple communication channels and receive travel and lifestyle support 24/7.
The Results
- 90%+ customer satisfaction (CSAT)
- 80% Net Promoter Score (NPS)
- Over 100% increase in repeat usage
- 2–3x higher customer spend compared to the prior provider
About Qualfon
Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services committed to serving our clients and their customers throughout the customer journey.
Learn more about Qualfon’s Call Center Support, CX Innovation, and Back Office Support Services.
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