Client Successes

Customer Service Center: Operational Evaluation and Improvement

Situation
• Client was experiencing a high volume of lost customers due to sub-par customer service
• Department was losing money in spite of revenue growth
• Employee morale was low and accompanied by lack of teamwork

Engagement
• Performed “as-is” process evaluation by developing and measuring metrics
• Evaluated time spent for an average move, add, change (MAC)
• Evaluated number of truck rolls per customer install
• Issued first-time resolution on customer calls
• Performed a comparative benchmarking study with other providers and identified:

1. Process inefficiencies, including number of handoffs, process used to rate problems, etc. 2. Lack of automation – specific, within-budget IT solution recommended 3. Inefficient forms and recording mechanisms

Results
• Reversed losses to net profit
• Decreased customer churn
• Increased net number of customers over six month period
• Increased operational efficiencies and cost savings
• Decreased employee turnover

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