Customer Success Story
Maximizing Efficiency And Collections For A Major Utility Company
The Challenge
Throughout our partnership, the client faced several challenges. They were under close scrutiny to prevent regulatory violations and sought to reduce average handle times (AHT). Additionally, they desired measurable improvements, especially in increasing collections. These challenges prompted the client to turn to TSI for data-driven solutions.
The Solution
TSI deployed innovative tools and strategies to meet the client’s challenges effectively:
- Systems Integrator Tool: TSI introduced the Systems Integrator tool, a proprietary technology that streamlined operations at the agent level. This tool efficiently combined data from multiple systems into a single agent interface, eliminating the need for agents to view multiple screens. The result was a remarkable 30 to 40 second reduction in agent handle times, significantly decreasing human errors and regulatory complaints. Furthermore, TSI developed comprehensive training programs on regulatory compliance, benefitting both our agent training efforts and the client’s internal training programs.
- Why Customers Call (WCC) Tracking Tool: In response to the client’s request for measurable improvements, TSI implemented the WCC tracking tool. This tool analyzed repeat caller data to identify call drivers. Armed with this data, TSI and the client refined operational processes to enhance first-call resolution. For example, it was discovered that many repeat calls were due to the inability to process payments through agents. Adjusting operational processes to enable payment processing through agents led to a significant increase in first-call resolution. TSI also leveraged call pattern data to help the client optimize its IVR system, directing call volume to agents for optimal resolution. These enhancements resulted in an impressive $25 million increase in collections over the last year.
The Results
TSI’s innovative solutions and commitment to excellence yielded remarkable results for our client:
- A $25 million increase in collections over the last year, demonstrating our ability to drive financial outcomes.
- A substantial reduction of 30 to 40 seconds in agent handle times, significantly improving operational efficiency and reducing regulatory complaints.
- Enhanced first-call resolution, resulting in improved customer satisfaction and reduced repeat calls.
- Optimization of the IVR system, leading to more effective self-service options for customers and improved call routing for prompt issue resolution.
Conclusion
Our partnership with this major utility company has been characterized by strong collaboration and a commitment to delivering value. We understand the importance of the client’s mission, which extends beyond their bottom line to the public trust and the communities they serve. TSI remains dedicated to optimizing financial results while safeguarding the client’s brand and reputation. Through open communication, insightful business intelligence, and a collaborative approach, we have supported the client through internal management changes and remained a strategic, relevant partner. Together, we continue to navigate challenges and drive success in the ever-evolving landscape of the utility industry.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
