Supermercados Tottus
Tottus Supermarkets achieved a 10-point increase in the NPS of its client portfolio in Chile, and a 5-point improvement in the NPS of its Peruvian clientele, in just 3 months after having contracted Xtendo BPO’s CX services.
The training and activation time for Xtendo’s new team of CX Agents was only 3 days.
Client Industry
Retail
Target Contacts
Application users
Type of service contracted
Contact Center
Target Countries
Chile and Peru
The cliente
Leading regional company in retail and supermarket services.
The challenge
Increase customer satisfaction and delivery times.
The solution
A team of agents trained in customer service, support for personal shoppers and drivers is implemented, led by experts in management and coaching from Xtendo.
The service is provided in a 100% remote mode with agents working from Colombia, who receive constant monitoring and support through coaching and ongoing training.
Additionally, attractive incentive plans for performance and promotion of human talent with leadership potential are added.
10 points of improvement
In the NPS in just 3 months
24% savings
On the hourly value of the Contact Center in Chile
Only 3 days training and activation time
From the new CX Agents team
What they say about Xtendo
“At Fazil we are grateful for the teamwork carried out by Xtendo in this period of growth.
During this time they have provided us with all the flexibility that the operation has required; including having qualified personnel in times of increased sales due to seasonality, providing a quick response to requirements.
Xtendo shows us the capacity for continuous learning, monitoring and support in management, giving us constant feedback on opportunities for improvement in our service and personalized attention for our clients.
We highlight the kindness and dedication they give in each interaction with our users.
They have also demonstrated a high degree of commitment to Fazil’s objectives, making them their own and working to improve more and more.”
