Customer Success Story

Transforming An Internet Provider’s Customer Support with TSI

In the ever-evolving landscape of internet services, the delivery of exceptional customer support is not only a priority but also a strategic advantage. This case study delves into how TSI, a renowned customer service partner, embarked on a transformative journey to revolutionize customer care and retention services in collaboration with a leading Internet Services Provider (ISP).

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

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