Customer Success Story
Optimizing Financial Care Call Center Operations For A Leading Long Distance Telcom Provider
The Challenge
The client’s objective was clear: they needed to reduce operational expenses without compromising the quality of customer service. This presented a significant challenge, as they were dealing with a vast customer base, including delinquent customers requiring support for billing inquiries, payment arrangements, and service re-establishment.
The Solution
TSI stepped in with a comprehensive solution to address the client’s needs effectively:
- Inbound Call Support: TSI provided inbound call support for delinquent customers, whether they had active service or faced service suspension. Calls were routed to TSI through the client’s IVR or a redirect service, ensuring seamless access to assistance.
- Systems Integrator Tool: TSI deployed its proprietary Systems Integrator tool to consolidate all relevant customer information on the agent’s screen. This streamlined the customer interaction process, resulting in reduced handle times and increased efficiency. Furthermore, it improved account notation practices, achieving a remarkable 90% account notation rate.
- Why Customers Call (WCC) Analytics: TSI harnessed its proprietary “Why Customers Call (WCC)” analytics tool to gain insights into call drivers and refine program operations based on actionable data. This data-driven approach identified ineffective processes, allowing for adjustments that increased customer satisfaction and saved the client money.
- Specialized Training: TSI’s award-winning training team developed specialized modules focusing on triage techniques and soft skills. This training emphasized an effective “bedside manner” when assisting customers with complex or sensitive issues, setting a standard for high-quality customer service.
The Results
The partnership between the client and TSI yielded remarkable results, including:
- Program Growth: The program expanded from 100 initial full-time employees to 1,200 during peak periods, demonstrating TSI’s scalability.
- Handle Time Reduction: By leveraging the Systems Integrator tool, TSI achieved a 40-second reduction in average handle time, improving efficiency.
- IVR-Related Issue Reduction: There was a 31% decrease in IVR-related issues, enhancing the customer experience.
- Transfer Rate Decrease: Over an 8-month period, TSI achieved a 17% decrease in transfer rates through enhanced training, coaching, and operational practices, reducing unnecessary transfers.
- Repeat Call Reduction: Refined training practices led to a reduction in repeat calls and a 22.4% decrease in necessary transfers to the client’s care center.
- Overall Call Reduction: Specific process improvements across diverse call types resulted in an overall reduction of over 22,000 calls per month, equivalent to 37 full-time employees.
TSI became the client’s sole first-party collections outsourcing provider, handling approximately 70% of their financial care call center services. Additionally, TSI provided strategic recommendations to support the 30% managed by the client’s internal call centers, ensuring that cost-efficiency and exceptional customer service continue to thrive.
In this successful partnership, TSI has demonstrated its commitment to innovation, efficiency, and exceptional service, helping our client navigate the challenging telecom landscape while achieving significant cost savings and improved customer satisfaction.
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
