IMPROVE CUSTOMER SERVICE AND QUALITY in a rapidly growing system offering a broad array of traditional and broadband services through numerous sites across a large, expanding metropolitan area
Project Focus
Cable TV Provider’s Technical Operations, Field Service Operations, Dispatch, and Network Operations Center
Assess operations and implement improvement measures
Identify, measure and improve customer service and quality performance related to work order fulfillment
Client Gains: Financial and Operating Benefits
Cut installation and service scheduling windows from five hours to two
Met standard of 95% calls answered within 20 seconds, with 30% greater call volume than anticipated
Completion of work orders at first contact rose from less than 85% to more than 90%
Implemented same-day response for “no picture” calls received by 3:00 pm
15% reduction in cost per work order
30% gain in field service productivity
Productivity gain of 20% in dispatch
72% reduction in overtime
Key Changes that Supported Client Goals
Developed and trained assessment and implementation teams, including line managers and staff, to achieve results
Defined world class service and quality standards for work order fulfillment across the technical operations
Simplified work order fulfillment process to remove redundancies, improve resource utilization and productivity, increase accountability, and improve customer service and quality
Centralized dispatch functions to expand coverage and service with less staff
Upgraded workforce scheduling technology
Centralized Network Operations Center/outage function and integrated it with dispatch to better support technical operations and engineering
Redesigned supervisors’ role to significantly increase interactions with staff in the field and on the floor
Trained managers and staff to achieve new performance standards as well as ongoing improvements
Improved first-contact resolution of service calls by balancing hours of operation across all functions
Implemented a communication program to foster cross-departmental planning, coordination and accountability, using key indicator performance reports to guide discussions and decision-making
“…Thank you for making me look good for recommending you.”
VP, IT - Metro Newspaper Company
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