Alliant Consulting Aligning people, processes and metrics to meet your business goals.

BRING THE COMPANY INTO COMPLIANCE with technical and service standards and meet franchise renewal requirements

Project Focus

  • Cable TV Customer Service including Call Center, Correspondence, Billing and Collections.
  • Assess, redesign and implement new workflows, processes, policies, procedures and organization structure.
  • Develop and implement a construction management plan for physical plant upgrades, on schedule and within budget.
  • Optimize and oversee contact center redesign, including installation of a new phone system and other changes to support targeted goals.

Client Gains: Financial and Operating Benefits

  • Answer 98% of calls within 30 seconds
  • Call abandonment rate at less than 2%
  • 90% next-day service call scheduling
  • 75% next-day installation scheduling
  • Shaved 3.3% off renovation costs with process solutions
  • Obtained new 20-year franchise with no penalties levied
  • Overcame history of service complaints
  • Improved employee skills and management performance
  • Improved staff productivity, utilization, and morale

Key Changes that Supported Client Goals

  • New telephone switch eliminated physical barriers to service
  • Guided a purposeful remodel of customer service team’s work environment to support changes and morale
  • Clearly defined and documented roles and responsibilities, supported by employee and management training
  • Developed performance standards and streamlined procedures to reduce errors and duplications
  • Implemented revised, consistent methods with employee training and support
  • Embraced a customer-focused, demand-based staffing and scheduling philosophy
  • Improved team communication by implementing a quick daily huddle
  • Improved staffing and scheduling model to better meet customer demand
  • Improved staff utilization and productivity