Customer service is one of the main factors influencing the results of the Customer Satisfaction Score, one of the most relevant metrics used to measure customer satisfaction.
Scooto has been providing telephone support services for an important digital bank for companies. The focus of the operation is to provide responsive service to the bank’s customers and solve problems with lost cards and cell phones, and to transform the experience of dissatisfied users who seek to cancel accounts.
Since the beginning of this partnership, Scooto’s service has had a positive impact on customer satisfaction, as shown by the bank’s CSAT results in 2023. Check it out:
Jan: 91.7%
Feb: 92%
Sea: 93.8%
Apr: 93%
May: 95%
Jun: 94.6%
Jul: 94.8%
Ten months into the operation, the volume of calls has grown and what used to be around 25 calls a day has now risen to around 80 calls a day. In July, 1,842 visits were recorded, with an average duration of 7 minutes and 32 seconds.
“As the months went by, our processes took shape, our final delivery took shape in percentage figures of satisfaction above 90% in the first 4 months and rising to the current 94% in 10 months of operation. We prioritize good relationships, harmonizing charisma with problem-solving. We are Scooto.” (Sami Antoniassi, Daia Dias and Lais Gasques, Project Managers at Scooto).
