Customer Service

Project Background A major health insurance company serving nearly 50 million members with over 24,000 providers and annual revenues of over $2 billion. 400 CSRs in two locations linked as a virtual center. Company regularly ranks among best in class in customer service and employee satisfaction
Business Challenge Advice sought by management on right number and sizing of call centers. Need to increase scheduling efficiency without negatively affecting agent morale. Required independent assessment of overall call center performance.
Project Approach • Two person project team led a six week assessment of the two call center locations
• Analyzed call center data and metrics
• Conducted interviews of key personnel from senior management to frontline employees to gain perspective on current operations
• Assessed technology, quality program, organizational structure, and processes for scheduling and performance assessment
• Observed agents handling voice and email contacts, and observed supervisors and managers in action
Business Benefits The assessment yielded several key recommendations which included:
• Changing Organization Structure
• Revising Quality Program and Coordinating Quality Process between Supervisors and Monitors
• Redesigning and Replacing Call Center Technology to Better Support Call Routing and Improve Disaster Recovery Capabilities
• Redesigning Performance Measures and Integrating into Schedule Bid Process
• Redesigning Performance Reporting System to Reduce Technology Risk

 

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

 

Project Background A major provider of health insurance – member of a national association of health care plans. The company delivers individual and group health plans and third party administration services to large clients
Business Challenge Sales and enrollment process was overly complex, didn’t meet different needs of different customer segments
Project Approach Two person project team worked with cross-functional team of client staff, departmental management, and executive management over six months to:
• Determine client expectations and appropriate metrics for the process
• Map core activities and develop “as-is” process maps
• Review process disconnects and design new “to-be” process maps
• Develop system requirements necessary to support re-designed process
• Create new roles, position descriptions, and organization charts for affected departments
• Develop implementation plan and business case for required investment
Business Benefits • Client implemented recommendations in Marketing, Underwriting, and Customer Service departments to improve service and reduce cycle time
• Customer Service recommendations reduced abandon rates from 12% to 2% and improved service levels without hiring staff
• Process analysis and business case justified necessary staffing increases and new positions in Marketing and Sales
• System requirements incorporated in RFP for new system by client’s IT department

 

Project Background Subsidiary of a major retail catalog/online order provider known for outstanding customer service and product quality
Business Challenge • Management struggled to understand differences between B2B, B2C sales environments
• Emerging B2B business unit lacked adequate technology, effective processes and metrics, and management reporting
• Sales and Marketing projection models were not integrated with staffing and operational models
• High abandonment rates and low service levels led to lost sales, repeat calls, client dissatisfaction
Project Approach Two person project team worked with cross-functional team of client staff, departmental management, and executive management over ten weeks to:
• Determine client expectations and appropriate metrics for the process
• Map core activities and develop “as-is” process maps
• Assess staff performance, operational challenges, and technology gaps in multi-channel contact management
• Conduct gap analysis and design new “to-be” process maps
• Develop system requirements necessary to support re-designed process
• Develop new roles, position descriptions, and organization charts for affected department
• Develop implementation plan, staffing model, and business case for required investment
Business Benefits Sales during peak exceeded business projections with improved service levels, lower error rates, and higher customer satisfaction. Client preparing second phase of technology implementation
Opportunities for performance improvement expected to yield up to 50% increased processing capacity for same staff levels.

 

Project Background A worldwide provider of industrial gases
The company supplies atmospheric, process and specialty gases, high-performance coatings, and related services and technologies to a wide diversity of customers.
Business Challenge • Call Center IVR underutilized and the customer needed a capabilities assessment of the new corporate IVR system to realize ROI on this capital investment
• Most process tasks were manual and the current Call Center system did not have automated event management capabilities
• Several non-integrated technologies and data sources were involved in the Call Center processes
• There were multiple and disparate channels of communications between the Call Center Agents, Customers, Drivers and Sales & Service account teams.
Project Approach • Five person project team worked with cross-functional team of client staff, departmental management, IT, supervisors, process subject matter experts and executive management over 6 weeks to:
• Develop CRM Repository Requirements
• Conduct IVR Technology Stack Validation against Call Center “To Be” requirements
• Design 4 BPM “To Be” Call Flows utilizing BPM best practices
• Develop repository Vendor Selection Criteria for CRM/Repository
• Design Technology Stack Diagram “To Be” aligned with corporate technology roadmap
• Identify gaps between “As Is” and “To Be” states
• Provide Findings/Recommendations/Industry Best Practices for future improvement phases
Business Benefits • Identified non-value add Call Center process tasks and recommended improvements
• Identified process tasks to be automated
• Provided CRM/Repository Vendor selection criteria
• Leveraged existing corporate systems and data for recommended improvements
• Identified technology and process changes to monitor for business events and initiate real-time corrective actions

 

Project Background A large not-for-profit organization operating globally to raise funds for services to support mothers and children in 30 countries. Organization has seen multi-year growth at rates over 20%/year and is now expecting this growth rate to accelerate.
Business Challenge Develop CRM business and technology strategy to :
• Support relationship management and account management needs for US organization supporting four major product groups and 8 major customer segments
• Meet needs for solutions in contact center, marketing automation ,campaign management, business intelligence and reporting
• Define conversion strategy from multiple current platforms
• Comply with strategic technology architecture standards and directions established by IT group
Project Approach • Interview executive leadership at C-level, VPs, Directors – across Marketing, Product Management, Strategic Planning, and Information Technology
• Review and advise on IT initiatives for contact center technology selection, taxonomy development, and information architecture development
• Develop draft strategic plan and review with various stakeholders
• Revise, develop technology roadmap, timeline, business case, and initial project descriptions for action in next fiscal year
Business Benefits • Increase market penetration, customer lifetime value, while reducing TCO and organizational inefficiency
• Support continued long-term growth

 

Project Background A large cable MSO with five call centers with over 1200 agents with no CRM solution. Over 15 fragmented,out-of-date, and inadequate KBMS. No standard content management tools or processes
Business Challenge Develop strategy for CRM and KBMS to:
• Increase sales and First Call Resolution rates
• Reduce AHT, error rates, agent training time
• Develop common systems to be leveraged by call centers across divisions
• Develop process for managing business knowledge
• Go live in six months or less!
Project Approach • Identified vision and key requirements, developed project budget and assisted in presenting business case to executives
• Worked with corporate IT to develop requirements and designs for CRM and KBMS
• Facilitated rapid business review of requirements ,designs, content management process
• Developed and led user test and agent training for pilot implementation
• Provided post-implementation support to business users.
Business Benefits • Avoided $2 million dollar re-licensing cost for one acquired KBMS
• Met goals for pilot implementation in six months – on time and on budget!
• Positioned business and IT to roll out systems to all centers and agents – completed within two months after pilot!
• Provided conversion strategy for prior KBMS

 

Project Background A large ILEC/CLEC that provides voice and data services to several hundred thousand customers.
Business Challenge • Call centers were supported by a Central Office switch with ACD software providing only limited capabilities and management information
• Agent desktop application environment was very complex which led to higher than average error rates and handle time
• Company required a fully integrated contact center technology and desktop solution to enhance the customer experience
Project Approach Within 2 months, in conjunction with the client, we:
• Developed corporate vision of customer care
• Conducted a needs assessment
• Developed high-level technology requirements based on the corporate vision
• Created a business case for recommendations
• The project team presented the business case to executives and gained approval
• In three months, a three person consultant team worked with the client to define requirements, develop RFPs, review vendor presentations, and negotiate contracts
• The project team worked with the vendor to assist in implementation and acceptance of the new solution through 2 phases.
Business Benefits • The client saw increased sales and decreased costs within the first quarter following implementation
• The client leveraged the improved reporting and customer insight capabilities of the new system to identify repeat caller issues and developed action plans which reduced repeat calling rates by 30%.

 

Project Background A major provider of financial services to students and education lenders. The company was operating 4 isolated call centers throughout the country. Growth through acquisition had created a customer service technology environment that was fragmented, outdated, and forced inefficient use of resources.
Business Challenge Create an environment where:
• All contact centers could work together as one
• Technology was scalable
• Technology could support not only the call center but non-call center employees and executives
Project Approach • Working with client executives, the project team defined a vision for customer service and developed high-level technology requirements that support the vision
• The project team presented the business case to the Board and gained approval
• The team developed RFPs, facilitated vendor presentations, and negotiated contracts
• The team was also engaged to work with the vendor to implement and gain acceptance of the new solution
Business Benefits • In 5 months, the project went from initial discussion of vision to Board request for funding to receiving live calls in the first call center
• Second site was live and operational only 4 weeks after first site
• As result of having clearly defined vision and technology plan client was able to roll-out new solution to the remainder of the organization – over 2,000 employees, a total of 800 call center agents , adding WFM, predictive dialing, and QA monitoring- quickly, using internal staff, at significant savings (ROI to client from consultant services estimated at over 600%)
• Substantially increased customer satisfaction, improved calls/account ratio, and reduced cost of service/account by using improved management information capabilities

 

Project Background Division of a major cable operator, serving more than a half-million subscribers in a metropolitan region, was experiencing an unusually high level of escalation calls and a high contact rate of more than 150%.
Business Challenge The division needed a way to rapidly train agents and provide them with new skills to have an effective means of addressing the issues in advance of an upcoming seasonal peak in volume just four months away.
Project Approach Two person consulting team customized TriSynergy’s “ABC’s of Communication” training to reflect the corporate culture and business rules of its client and then delivered the training to more than 500 front-line call center and field agents and supervisors. The quality program was redesigned and supervisors were trained on new coaching techniques. TriSynergy consultants supported the supervisors and agents with follow-up calibration and coaching reinforcement.
Business Benefits Within two months, the client’s customer satisfaction index rose by 18 points and handle times decreased. Field technician supervisors reported a marked increase in customer compliments and a decrease in customer complaints regarding technician behavior. TriSynergy’s unique approach to training program development allowed the client to use and modify the training materials for additional training of new employees within the division and for use within other divisions as well, further increasing the dramatic return on investment from this highly effective engagement.

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