Case Studies for Industry, Processes, and Technologies

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

See more examples of our experience, including Sample Deliverables, more detailed Case Studies, and Client References…