Voice of the Customer
| 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 | A division of a major cable operator serving over 500,000 subscribers in a metropolitan region. The division provides video, high speed internet and digital phone products to both residential and commercial customers |
| Business Challenge | • High customer contact rate (over 150%) has led to poor service levels and high abandonment rates • Little visibility on why customers are calling |
| Project Approach | • Based on an eight week call center assessment engagement, identified need to determine call drivers thus allowing the client to develop action plans to reduce calls • Assessment team recommended the use of Speech Analytics to identify call reasons • 4 person project worked with client to identify over 20 call categories and subcategories • Team built over 400 patterns and tuned the speech recognition engine for use within the geographically region • Team developed and deployed custom dashboards and searches highlighting the areas for the executives to address |
| Business Benefits | • Expected benefits from the engagement include: • Increase awareness of call drivers • Outline action plan to address call volume • Reduction of contact rate to the corporate average of approximately 70% |
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