Customer Success Story
Revolutionizing Customer Service: The Rockford-major Wireless Chat Success Story
The Challenge
When the major wireless provider decided to introduce chat support in APAC, it confronted a dual challenge. Firstly, it necessitated the assembly of a proficient team of agents possessing analytical prowess, multitasking acumen, and impeccable communication skills. The rigorous hiring process mandated a typing speed of 35 words per minute, with agents subjected to stringent assessments of grammar and punctuation competency. Secondly, the challenge was to ensure that chat agents could deliver customer service on par with, if not exceeding, the quality of customer experiences during phone interactions.
The Solution
Under the guidance of the Rockford site, the major wireless provider crafted a multifaceted solution to surmount these challenges:
- Agent Training and Development: Rockford implemented a robust customer service training program that zeroed in on delivering top-notch support. Additionally, they devised a comprehensive coaching plan for all agents, fostering a culture of continual enhancement. This model proved so effective that it was embraced by other sites within the organization.
- Supervisory and Coaching Structure: Teams were strategically structured with one supervisor and two agent-level coaches overseeing groups of 30 agents. These coaches played a pivotal role in the development of agents, establishing SMART (Specific, Measurable, Achievable, Realistic, and Time-based) goals, meticulously monitoring performance, and offering constructive feedback. The coaching methodology, referred to as inside-out coaching, demonstrated exceptional effectiveness.
- Quality Monitoring: Key Performance Indicators (KPIs) were meticulously established, focusing on quality, efficiency, and responsiveness. Agents were meticulously assessed based on Voice of the Business (VOB) criteria, which underscored accuracy, reliability, consistency, and adherence to professional standards. Ensuring quality was a collaborative effort, involving extensive monitoring by National and Internal Quality Teams, in tandem with the coaching staff.
The Results
The unwavering commitment of the Rockford-Major Wireless Chat department to excellence yielded remarkable results:
- Quality: Agents consistently delivered high-quality interactions, substantiated by impressive VOB scores. The focus on courtesy, concern, timeliness, and knowledge evolved into a comprehensive evaluation of the overall customer experience.
- Efficiency: Average Handle Time (AHT), which initially stood at 23 minutes, was progressively reduced to just over 10 minutes. Average Response Time (ART) comfortably met its goal of 45 seconds, with actual response times averaging around 30 seconds. Dual chat functionality and an efficiency goal of at least 1.5 chats per agent were consistently achieved.
- Team Performance: The Rockford-Major Wireless Chat department not only met but consistently exceeded performance goals, earning them well-deserved monthly accolades for their exceptional achievements.
In conclusion, the Rockford-Major Wireless Chat program stands as a testament to the potency of innovative solutions and an unwavering commitment to delivering excellence in customer service. Through meticulous agent selection, rigorous training, and the implementation of a robust coaching structure, the major wireless provider successfully ushered in a new era of customer support via chat in the APAC region, setting the gold standard for the wireless telecommunications sector as a whole.
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
