Case Study: Premium Repair Services boosts turnaround, cuts call times, and reduces escalations with Origo BPO

From An Authorized Agent of 1 Brand to 13 Manufacturer Contracts and Expanding Coverage Throughout Victoria Province

The customer, Premium Repair Services, a leading Australian electronics and appliance repair provider, faced significant operational challenges. Their customer support team was overwhelmed, leading to long average call handling times, a growing backlog of overdue quotes, and low NPS scores. These issues resulted in increased escalations to their partner, Samsung, which threatened their partner status and hindered growth opportunities. To address this, they engaged the vendor, Origo BPO.

Origo BPO implemented a solution by building a dedicated offshore support team in the Philippines. They recruited and trained remote agents, overhauled the customer care and follow-up processes, and optimized task allocation to eliminate backlogs. The results were transformative: a 25% increase in turnaround time, a 15.4% reduction in call handling times, a 60% drop in escalations, and the recapture of over AU$100,000 in revenue. This enabled the customer to elevate its Samsung partner status, secure 13 major manufacturer contracts, and expand its service coverage throughout the entire Victoria province.

Premium Repair Services