Outsourced Process Management

Project Background The 450 agent call center supported multiple markets for a cable operator. Call center performance was dropping rapidly. Agent and management morale was low and turnover was climbing rapidly. Customer complaints and call volumes were rising. Management was searching for a Vice President of Customer Care to fill this key leadership role following the departure of the previous Vice President.
Business Challenge • Address critical performance problems
• Rebuild agent and management trust and morale
• Provide day-to-day leadership while new Customer Care executive was hired.
• Support new executive in transition to leadership.
Project Approach • Assumed role of interim VP of Customer Care
• Assessed recruiting, hiring, training processes
• Assessed management structure, staff skills and strengths
• Assisted with evaluation of new VP of Customer Care candidates and transition for new hire.
Business Benefits Four month engagement:
• Dramatically improved morale and agent attendance
• lmproved monthly average service levels from below 50% to above 70%
• Revived relationships with Marketing, Information Technology, Field Service
• Re-defined quality and performance management processes
• Transitioned role to new executive who continues to be successful

 

Project Background One of the largest divisions of a major cable operator. The division is a collection of geographically discontinuous systems distributed across multiple states, and serves over 1.5 million subscribers
Business Challenge • Client needed to establish a longer term corporate vision for outsourcing
• Client needed to optimize existing outsourcing relationship and either expand existing relationship or establish a new relationship for tier 2 technical support
Project Approach • 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
• Worked with Executive Management to create outsourcing vision
• Reviewed proposed contracts to provide input for negotiation
• Created assessment criteria and conducted an assessment of existing outsourcing relationship and site visits with new outsourcing locations in Canada, Florida and Texas.
Business Benefits • The assessment yielded several key recommendations which included:
• Maintaining and expanding existing outsourcing relationships instead of changing outsourcing vendors.
• Strategies to optimize existing outsourcing relationships
• Strategies to create synergies between company-owned contact centers and outsourced centers.

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