Technical Support

Project Background

One of the largest divisions of a major cable operator (serving over 540,000 subscribers). Division is a collection of geographically discontinuous systems distributed across a single state

Business Challenge

14 autonomous call centers without shared processes or procedures. The current operation led to poor customer service as evidenced by the low sales rates, high error rates, poor service levels, and high abandonment rates.

Project Approach
  • Two person project team 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
  • Performed ride-alongs with field technicians, participated in side by sides with call center agents, and observed supervisors and managers in action
  • Reviewed and analyzed best practices across other divisions within the company
Business Benefits Assisted client in implementation of recommendations which included:
  • Standardize Call Center and Field Operations
  • Centralize Call Center Operations
  • Build Customer Care support team
  • Organizational Restructuring
  • Technology Enhancements

Project Background

A large cable MSO with five call centers with over 1200 agents with no CRM solution. Over 15 fragmented,out-of-date, and inadequate KBMS. No standard content management tools or processes

Business Challenge Develop strategy for CRM and KBMS to:
  • Increase sales and First Call Resolution rates
  • Reduce AHT, error rates, agent training time
  • Develop common systems to be leveraged by call centers across divisions
  • Develop process for managing business knowledge
  • Go live in six months or less!
Project Approach
  • Identified vision and key requirements, developed project budget and assisted in presenting business case to executives
  • Worked with corporate IT to develop requirements and designs for CRM and KBMS
  • Facilitated rapid business review of requirements ,designs, content management process
  • Developed and led user test and agent training for pilot implementation
  • Provided post-implementation support to business users.
Business Benefits
  • Avoided $2 million dollar re-licensing cost for one acquired KBMS
  • Met goals for pilot implementation in six months – on time and on budget!
  • Positioned business and IT to roll out systems to all centers and agents – completed within two months after pilot!
  • Provided conversion strategy for prior KBMS

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%.

Project Background

Client required rapid evaluation of alternative sites for call centers

Business Challenge

Site selection criteria included balancing risk of severe weather (hurricanes), availability and cost of work force, education levels and bilingual language skills, cost/suitability of facilities, ability to access community investment support

Project Approach
  • Established client project team and facilitated development of client evaluation scoring model
  • Conducted initial data collection and prepared initial ranking model
  • Identified finalist site candidates and reviewed with selection team
  • Developed refined selection criteria and more detailed scoring model
  • Ranked and recommended 3 finalist sites and presented to executive team
Business Benefits

Completed site evaluation and community selection process in 4 weeks with minimal impact on executive time and limited travel and research costs.

Project Background

Division of a major cable operator, serving more than a half-million subscribers in a metropolitan region, was experiencing an unusually high level of escalation calls and a high contact rate of more than 150%.

Business Challenge

The division needed a way to rapidly train agents and provide them with new skills to have an effective means of addressing the issues in advance of an upcoming seasonal peak in volume just four months away.

Project Approach

Two person consulting team customized TriSynergy’s “ABC’s of Communication” training to reflect the corporate culture and business rules of its client and then delivered the training to more than 500 front-line call center and field agents and supervisors. The quality program was redesigned and supervisors were trained on new coaching techniques. TriSynergy consultants supported the supervisors and agents with follow-up calibration and coaching reinforcement.

Business Benefits

Within two months, the client’s customer satisfaction index rose by 18 points and handle times decreased. Field technician supervisors reported a marked increase in customer compliments and a decrease in customer complaints regarding technician behavior. TriSynergy’s unique approach to training program development allowed the client to use and modify the training materials for additional training of new employees within the division and for use within other divisions as well, further increasing the dramatic return on investment from this highly effective engagement.

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