Case Study: Top Consumer Electronics Company achieves targeted KPIs in 4 months and scales support to 1,400 reps with Aptara

Customer Service Solution Achieves KPIs in Just 4 Months

A Fortune 500 high‑tech electronics manufacturer—best known for TVs, tablets and smartphones—faced rapidly rising inbound support volume as its market share grew. Executives needed an end‑to‑end customer service solution to handle high inquiry volumes, provide friendly live chat and email support, recruit and train a larger, more stable representative pool, and improve KPIs and quality control with real‑time reporting.

Aptara implemented a new outbound service approach, hired midlevel managers, added quality analysts and a workforce management team, restructured technical and CRM monitoring, and improved scheduling and training. Within one quarter the program hit targets (call response ratio 95.3%, average speed of answer 8 seconds, CHPH and AHT meeting SLAs), and over a year staff grew from 125 to 1,400 reps; an ongoing MIS team now delivers daily to annual reports and the service division is industry‑recognized for its quality.