Customer Success Story
Transforming An Internet Provider’s Customer Support with TSI
The Challenge
The ISP faced a multitude of challenges, necessitating a partner capable of handling seasonal surges in customer inquiries while delivering a seamless, end-to-end customer support experience. This encompassed addressing technical concerns, ensuring customer satisfaction, and retaining subscribers contemplating a switch to rival providers. Moreover, the ISP aimed to streamline operations and consolidate its vendor base for enhanced efficiency.
The Solution
Guided by TSI’s expertise and unwavering commitment to excellence, the following solutions were put into action to meet the ISP’s dynamic requirements:
- Scaling Operations: TSI swiftly expanded its operations to accommodate the ISP’s escalating call volume, tripling initial capacity within the first year.
- Cradle-to-Grave Support: TSI became the exclusive service provider delivering “cradle-to-grave” support services. This ensured a consistent, high-quality customer experience from initial contact to issue resolution.
- Global Vendor Selection: TSI adeptly navigated the global vendor selection process, cementing its position as the preferred partner for North American customer service.
- Offshore Technical Support: TSI established itself as the primary provider of offshore technical support through its operations in the Philippines. This move not only improved cost-efficiency but also raised the bar for technical assistance quality.
- Customer Retention Innovation: TSI proposed deploying customer retention work in a sales-centric environment, yielding a remarkable 50% increase in save rates. This pioneering approach substantially reduced customer churn and bolstered loyalty.
The Results
TSI’s transformative efforts and unwavering commitment to excellence led to significant accomplishments for the ISP:
- Level I & II Technical Support: TSI adeptly managed 400 agents providing technical support, ensuring rapid issue resolution and elevated customer satisfaction.
- Customer Care: TSI delivered exceptional customer care through a dedicated team of 200 agents, thereby enhancing the overall customer experience.
- Customer Retention: With 150 agents exclusively dedicated to customer retention, TSI’s innovative approach resulted in a 50% boost in save rates, effectively curtailing subscriber attrition.
In conclusion, TSI’s partnership with the ISP exemplifies how a customer-centric approach, innovation, and steadfast dedication can generate remarkable outcomes within the dynamic realm of internet services. The transition from an overflow provider to becoming the primary North American service provider and the trailblazing offshore technical support leader underscores TSI’s capacity to adapt and excel in an ever-changing industry 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
