Customer Success Story

Revolutionizing Technical Support For Internet Services

In the ever-evolving landscape of the Internet Service Provider (ISP) industry, the importance of providing exceptional technical support cannot be overstated. This case study unveils the remarkable collaboration between TSI, a renowned player in the technical support and customer service arena, and an ISP (referred to as “the ISP”). This case study chronicles the journey of tackling the challenges and the outstanding results achieved.

The Challenge

The challenge? Enhance the customer journey, expedite the resolution of technical problems, and capitalize on upselling possibilities, all while attending to the Spanish-speaking clientele.

As an Internet Service Provider experiencing expansion in its customer base, the ISP confronted a pivotal hurdle: furnishing thorough technical assistance to its subscribers. The primary challenges included:

  • Inbound Technical Problem Resolution: Customers frequently encountered technical glitches with their internet services. Resolving these problems promptly and efficiently was vital for customer satisfaction.
  • Customer Service Excellence: Ensuring that customers received top-notch service was imperative. Customers needed knowledgeable, empathetic, and reliable support agents to address their concerns effectively.
  • Upsell Opportunity Identification: TSI aimed to identify and leverage upsell opportunities during customer interactions, maximizing revenue and offering customers additional valuable services.
  • Multilingual Support in Spanish: With a diverse customer base, including Spanish-speaking clients, offering support in Spanish was essential to meet the needs of all customers.

The Solution

To tackle these challenges head-on, the ISP partnered with TSI, known for its expertise in technical support and customer service. The comprehensive solution comprised:

  • Technical Service Support: TSI deployed a team of highly skilled agents who specialized in internet-related issues. These agents were proficient in Microsoft® Windows XP, Windows Vista, Windows 7, Macintosh OS, and future versions of Mac.
  • Customer Service Excellence: TSI agents were not only technically proficient but also possessed exceptional customer service skills. Active listening, empathy, and effective communication became the cornerstones of support interactions.
  • Upsell Opportunity Identification: TSI agents were trained to identify potential upsell opportunities during customer interactions. This approach helped increase the ISP’s revenue while offering customers valuable additional services.
  • Multilingual Support in Spanish: Recognizing the importance of linguistic diversity among their customer base, TSI provided support in Spanish. Fluent Spanish-speaking agents were available to cater to the needs of Spanish-speaking customers.

The Results

The collaboration between the ISP and TSI yielded remarkable results:

  • Outstanding Repair Vendor: TSI became the sole Spanish vendor for repair services, reinforcing their expertise in the Spanish-speaking market.
  • Top Performer in Customer Surveys: TSI consistently ranked as the top performer in F4L surveys across all repair vendors, underlining their commitment to customer satisfaction.
  • Exceptional FCR Performance: TSI achieved an outstanding trend in First-Contact Resolution (FCR) results on a monthly basis. They met or exceeded FCR targets consistently, with only minor shortfalls of 0.30% in February and 0.10% in July.
  • Emphasis on Top Drivers: TSI’s focus on top drivers, including wireless configuration, browsing issues, and training problems, further enhanced their technical support capabilities.

In conclusion, TSI’s strategic collaboration with the ISP not only addressed the challenges faced by ISP but also positioned them as a leader in delivering technical support services within the ISP industry. This partnership showcases how a customer-centric approach can revolutionize technical support, drive customer satisfaction, and unlock upsell opportunities in the ever-competitive ISP landscape.

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

Skip to content