Regional Cable TV System Customer Service / Technical Operations

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

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