TriSynergy Consulting LLC | Outsourced Process Management

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.