The Challenge

A large telecom company had amassed a portfolio of five contact center outsourcing vendors. Following a thorough review of performance, capability, and pricing, Telvista was selected to continue handling DSL technical support for this client’s customers.

The client appreciated Telvista’s proactive approach to delivering service and managing change. They were also impressed by the quality of Telvista’s support team.

However, average handle time (AHT) was rising.

The Telvista Solution

To meet the challenge, Telvista examined every part of the call. The client had always trained its agents to handle the 30 call drivers it expected to see in day-to-day operations, and Telvista was using the client’s training materials.

Telvista embarked on an effort involving every agent, supervisor, and manager on the account. Over 350 call drivers were identified within about a month. Telvista then rebuilt its entire training program for DSL service, to equip agents to handle the complex technical demands of the product. As a result, upon taking their first call, newly trained agents received quality monitoring scores equal to their experienced peers.

Telvista’s proprietary Six Sigma-based methodology, VistaStats™, allowed Telvista to very closely manage the change process. This process produces many best practices, as well as providing the tools to monitor and coach performance at the individual agent level. Improved results followed the individual attention.

In short, Telvista created a highly dependable and repeatable process for bringing new agents up to speed on complex DSL technical support issues. The training Telvista created is now the baseline standard throughout the client company.

The Bottom Line

The account has since quadrupled in size and will reach 1500 agents during 2005. Telvista improved AHT, undercutting the former standard by over 1 minute, with negligible impacts to service quality. The client’s Voice of Customer quality scores rose as a result of an alternate call close that Telvista created and tested. The client also benefits from a Telvista workforce that continues to deliver consistent, high-quality technical support to their valuable DSL customers.

The client trusts Telvista with many special projects and new implementations. And by moving dialup internet service from the US to Mexico, the client slashed its costs by 44.5% with better service levels than were delivered in the US.

Experience the difference

Let one of our friendly experts customize a solution to fit your needs. Call Telvista today at 1-800-563-9699. Or visit us online at www.telvista.com