ENHANCE THE PERFORMANCE OF THE CONTACT CENTER of a major metro provider of cable TV, high-speed data and telephony services during a time of rapid growth, increased competition, and the introduction of complex new products and business information systems
Project Focus
Lead an internal team in the redesign and implementation of a new Customer Contact Center operations model to meet their division’s goals and vision of improved service, quality and productivity including inside sales, customer service, technical support, quality control, collections and retention
Financial and Operating Benefits
Opportunities were identified that led to the following achievements:*
- 73% improvement in services levels
- 5% reduction in call handling time
- 28% reduction in employee churn
- 70+% reduction in abandoned calls
- 45% reduction in bad debt
Key Changes and Benefits
Key changes identified and implemented include:*
- Streamlined workflows, procedures, practices and skills training
- Redesigned staffing, scheduling, and refined roles, responsibilities and accountabilities
- Redesigned and consolidated the Inbound Collections and Billing Department into Account Management
- Developed standards of performance and best practices for all functional areas
- Balanced hours of operation across the division to match customer needs
- Expanded Operations Desk to 24×7 operation to support queue monitoring during all open hours
- Developed and implemented a baseline key indicator report that reflects key metrics across all functional areas
- Balanced Supervisor to Agent ratio to permit more time spent coaching and developing staff
- Upgraded monitoring program to assure call handling quality
- Designed and implemented outbound collections model that reduced bad debt 45%
* Key changes and performance improvements were achieved without increasing staffing levels
