Sapphire
An unexpected surge in ticket volume, Sapphire's sales event demonstrated effective management through strategic resource allocation and proactive agent training. Despite facing a 50% increase in ticket volume compared to projections, Meldin and the team successfully resolved 60,000 tickets over a span of 12 days. By deploying additional resources and optimizing agent training processes, Sapphire achieved an impressive resolution rate, with each agent handling an average of 187 tickets per day. This case study underscores the importance of adaptability and preparedness in efficiently managing customer inquiries during high-demand sales events.
Date : 10 Mar 2024
Brief Overview of Client’s Project
Sapphire, a prominent brand in Pakistan, experiences a surge in sales and inquiries during clothing sales events. With a high volume of tickets anticipated during these events, the client sought additional resources to manage customer inquiries. In the past, they received 20,000 tickets over three days, which took ten days to resolve with twelve resources, averaging 167 tickets per agent in an eight-hour shift. Projections for the upcoming sale indicate an expected ticket volume of 40,000 over three days.
Project Objectives
- Prepare, educate, and deploy resources to handle ticket management during the upcoming sales.
- Resolve all tickets within one week.
Recommended Strategy
- Analyze call data to determine the average capacity of agents in handling calls per day.
- Conduct training sessions for agents seven days prior to the sale and initiate onboarding three days before the sale to familiarize them with the system and processes.
- Focus agent training on handling calls exclusively, delaying involvement in other ticketing channels until the third day.
- Assign agents with high ticket counts to social media ticket channels, where the majority of inquiries are received.
- Allocate the next most proficient agents to handle emails, as customers typically resort to this channel if they don’t receive a response via call or social media during the sale.
- Instruct agents assigned to social media tickets to also check for customer emails to avoid duplicate resolutions for each customer.
Challenges Encountered
During the sale period, the total number of tickets surged to 60,000, surpassing the projected count of 40,000.
Results
Meldin successfully handled 60,000 tickets over 12 working days with the addition of 15 resources, bringing the total to 27. Among them, 7 were allocated to calls, 13 to social media, and 7 to emails. On average, each agent managed approximately 187 tickets per day, having been onboarded just 3 days before the sale.
Conclusion
Despite the unexpected surge in ticket volume, Sapphire’s sales event was effectively managed through strategic resource allocation and proactive agent training. Despite facing a 50% increase in ticket volume compared to projections, Meldin and the team successfully resolved 60,000 tickets over a span of 12 days. By deploying additional resources and optimizing agent training processes, Sapphire achieved an impressive resolution rate, with each agent handling an average of 187 tickets per day. This case study highlights the importance of adaptability and preparedness in effectively managing customer inquiries during high-demand sales events.
