Tottus Supermarkets achieves an increase of 10 points in the NPS of its client portfolio in Chile, and an improvement of 5 points in the NPS of its clientele in Peru, in just 3 months of having contracted Xtendo BPO's CX services.
The training and activation time for the new team of Xtendo CX Agents was only 3 days.
10 upgrade points
In the NPS in just 3 months
24% savings
in the hourly value of the Contact Center in Chile
Only 3 days training and activation time
From the new team of CX Agents
Customer industry
Retail
Type of service contracted
Contact Center
Target Countries
Chile y Perú
Target contacts
Application users
The Client
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, led by Xtendo management and coaching experts, is implemented.
The service is provided in a 100% remote mode with agents working from Colombia, who receive constant monitoring and support through coaching and continuous training.
Additionally, attractive incentive plans are added for performance, and promotion of human talent with leadership potential.
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 given us all the flexibility that the operation has required; even having qualified personnel in times of increased sales due to seasonality, providing rapid response to requirements.
Xtendo shows us the capacity for continuous learning, monitoring and management support, providing us with constant feedback on opportunities to improve our service and personalized attention for our clients.
We highlight the kindness and dedication they give in each interaction with our users.
Likewise, they have shown a high degree of commitment to Fazil’s objectives, making them their own and working to improve more and more.”
Senior Operations Manager
Tottus Supermarkets
