TSI – CEScore Case Study
TSI Leads Outsourcing Partners with Unique Performance Management Software
The Challenge
One of the Nation’s top consumer communications companies was seeking partners who would track and report Net Promoter Score (to measure performance success. To ensure they could efficiently track this data, the cable company began researching Call Center Performance Management Technology. Finding new technologies advertising call center performance improvement is easy, however implementing that new technology while simultaneously providing consistent positive customer service is not as simple.
Looking to improve the customer experience through technology enhancements, the consumer communications company was also expecting to drive improved performance through multi agency competition. Ultimately, the company decided to add another outsourcing partner who could manage both customer care and software integration.
The Solution
After an extensive RFP process, the cable provider found TSI had a solution for both challenges. TSI was a perfect fit as an outsourcing partner and had deployed the Performance Management technology they were searching for, even assisting with its development. TSI was selected as their 2nd call center outsource partner, providing specialty queue services fielding customer care calls.
Key to their selection of TSI was our unique CEScore Agent Performance and Engagement platform, powered by TouchPoint One and Acuity. This tool would play a crucial role in the alignment of agent behavior with the company’s mission to improve the customer experience using the NPS CX metric. CEScore was included with the roll out, along with its Gamification module, A Game. Within a few months, the consumer communications company made the decision to add the unique platform to their own internal call centers, even having their original outsource partner add the technology to the program they were managing.
The Results
Throughout our partnership, TSI is consistently the top ranking agency in customer satisfaction. In fact, TSI has led the three other competitor sites on NPS scores. Ultimately, CEScore delivered on its promise and TSI continues to drive enhanced performance for the partner.
Engagement
Boost employee autonomy, accountability and morale
Development
Systemize employee skill sets and best practices
Partnership
Improve performance with collaborative, client-driven data
#1
TOP RANKING SITE ON NPS
24
Average NPS
27-31
Highest Range NPS
