Case Studies for Industry, Processes, and Technologies

Project Background One of the largest divisions of a major cable operator (serving over 540,000 subscribers).
Division is a collection of geographically discontinuous systems distributed across a single state
Business Challenge 14 autonomous call centers without shared processes or procedures. The current operation led to poor customer service as evidenced by the low sales rates, high error rates, poor service levels, and high abandonment rates.
Project Approach • Two person project team led an eight week assessment of the division’s customer care operations
• Analyzed call center data across the division
• Conducted interviews of key personnel from senior management to frontline employees to gain perspective on current operations
• Performed ride-alongs with field technicians, participated in side by sides with call center agents, and observed supervisors and managers in action
• Reviewed and analyzed best practices across other divisions within the company
Business Benefits Assisted client in implementation of recommendations which included:
• Standardize Call Center and Field Operations
• Centralize Call Center Operations
• Build Customer Care support team
• Organizational Restructuring
• Technology Enhancements

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