Field Service

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 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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