The client

Audible is one of the world’s largest creators and publishers of audiobooks and podcasts with a customer-base that spans the entire globe. Producing in excess of 10,000 titles a year also means that they are one of the largest employers of actors – meaning there is naturally a great synergy between Audible and RSVP.

Owned by Amazon, the Audible platform and service offering continues to grow and develop. With a tremendous amount of content to suit any taste or preference they make listening to audiobooks and podcasts an easy, engaging and enjoyable experience.

In RSVP, they have found the ideal partner to give voice to their service.

Services provided

Audible were one of the first clients to become a member of RSVP’s Centre of Excellence Programme, with a determination to re-define what best practice should like. The service RSVP provides is about working collaboratively with the client to improve every aspect of the customer journey.

This journey recognises at its heart that every Audible customer is unique – with particular tastes, they enjoy different genres and varied storytelling, meaning that the service provided by RSVP must always deliver hyper-personalisation. Our approach has been based on getting to know each individual customer and the things that they like to listen to.

RSVP agents are great at building natural rapport with customers, and do so in a friendly, engaging and subjective way. Tremendous listeners, delivering a personal experience is all about understanding the needs of each individual. By building this strong and personalised connection the RSVP agent team is able to assist customers with recommendations as to titles they should listen to and also help solve any technical or account issues the customer may have encountered.

Results

RSVP’s relationship with Audible is something we’re very proud of and serves as a good example where both client and outsourcer have worked together to collaborate and share ideas to improve the service. These ideas have been shared with other Audible teams all over the globe, to provide input from the UK, Italian and Spanish teams that then better serves other markets.

Customer satisfaction has improved in parallel with customer effort scores, seeing positive response rates jump to between 95% – 97% on a consistent basis. New service offerings have also been trialled successfully and RSVP continues to look to provide technical innovation to further personalise the customer journey.