Case Study
UK-based retail chain
A UK-based retail chain outsourced its customer support to BridgeGap. Within 12 months, average response times dropped by 40%, and customer satisfaction improved by 25%, reducing churn.
A UK-based retail chain outsourced its customer support to BridgeGap. Within 12 months, average response times dropped by 40%, and customer satisfaction improved by 25%, reducing churn.
Key Performance Indicators
1
AHT
Average handling time (AHT)
reduced by 30–40%
2
CSAT
Customer Satisfaction
Score (CSAT) ≥ 90%
3
FCR
First Contact
Resolution (FCR) ≥ 85%