A leading East coast based Telecommunications Company

Goals

Create value by helping the Client deliver awesome Customer Experience, acquire-retain customer and better understand needs.

Results

On the first month the results indicate significant improvements on:

• The Average handle time (AHT)
• The number of calls with the same number of active agents
• The number of calls per agent
• First call resolution (FCR)

We served our client with:

Better Agents

• Experienced, bilingual, bicultural, service-oriented personnel.
• All into a continuous learning path.
• Performance-based rewards.
• An “always be selling” mentality.

Good Processes and Systems

• Workforce Management and Call Routing Expertise.
• Reduce long abandon rates and call waiting.
• Skills-based routing.
• Enable a more seamless customer experience.
• Improve upon first call resolution metrics.

Clear Actionable Analytics

• Ensure accurate data capture.
• KPI Alignment.
• Reporting and analytics that accurately measure customer experience.