Case Studies for Industry, Processes, and Technologies
| 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%. |
See more examples of our experience, including Sample Deliverables, more detailed Case Studies, and Client References