Customer Success Story
Transforming A National Cellular Carrier’s Customer Care And Technical Support Operations
The Challenge
Our unnamed national cellular carrier, hereafter referred to as “the Carrier,” faced a significant challenge. They needed to scale up their Inbound Customer Care and L1 Technical Support operations rapidly to meet the growing demands of their customers while ensuring top-quality service. With only 75 Full-Time Equivalent (FTE) employees initially, they were struggling to provide efficient account setup, management, payment processing, and technical support for their mobile internet services.
The Solution
To address this challenge, the Carrier embarked on a transformation journey partnering with TSI, that would have a profound impact on their operations. TSI executed a multifaceted solution, involving the following key components:
- Rapid Workforce Expansion: Over a span of 15 months, TSI expanded its workforce from 75 FTE employees to an impressive 400 FTE employees. This expansion allowed them to handle the increased volume of customer inquiries effectively.
- Enhanced Training and Goal Setting: A crucial part of the solution was to reduce the Carrier’s Average Handling Time (AHT) by 30 seconds, equivalent to a 15% improvement in efficiency. This was achieved by introducing enhanced goal setting and expectations for employees, along with Subject Matter Experts (SMEs) to assist on the floor.
- Improved Customer Satisfaction (SPS): Customer satisfaction levels (SPS) saw a remarkable increase of 26%, surging from 14% to an impressive 40%. This was accomplished by implementing detailed and focused training programs, emphasizing Net Promoter Score (NPS) and issue-specific training.
- First-Call Resolution (FCR): FCR rates witnessed a notable 5% increase. This achievement was primarily due to rigorous account scrubbing practices and the implementation of a more robust callback process to preempt potential call-backs.
- Quality Assurance (QA) Enhancement: The QA program was revamped, resulting in a 10% improvement. This was achieved by creating enhanced training materials and revising the QA program to ensure consistent and high-quality support.
- Reduced Transfer Rate: The Carrier successfully reduced the transfer rate by 3% through an expanded support scope and enhanced communication strategies among support agents.
The Results
The results of the transformation were nothing short of extraordinary:
- TSI became the top vendor the top-performing vendor.
- TSI maintained their position as the top vendor on the technical front. They also achieved top rankings in Account Management.
- Following the Carrier’s merger with another prominent carrier, TSI’s strong performance led to the conversion of 100% of the carrrier’s staff into the new company’s Customer Care and Technical Support agents.
- TSI received a partner award from the Carrier at their last Quarterly Business Review (pre-merger), recognizing the exceptional efforts and dedication that went above and beyond in the partnership.
In summary, this case study exemplifies how a national cellular carrier, without being named, transformed its Inbound Customer Care and L1 Technical Support operations, achieving remarkable improvements in efficiency, customer satisfaction, and quality, ultimately solidifying its position as an industry leader. This journey serves as a testament to the power of strategic planning, workforce expansion, enhanced training, and a relentless commitment to excellence.
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
