The Challenge:

One of the largest U.S. telecom companies was experiencing challenges with its prepaid wireless business:

• Standard inbound support was not equipped to provide effective care to the product population
• Eligibility verification was hampered by a lack of oversight and inadequate information sources
• Compliance with service level agreements was rarely achieved
• The ability of customers to receive service often was delayed or denied

The Solution:

New back-office engagement established to handle issues inherent to this service offering:

• Initial responsibility focused on extra troubleshooting and network issues expanded to broader scope.
• Agents were trained on specific changes to device rules as they occurred
• Given complex documentation requirements, agent teams were given access to special client systems
• Processes were established to improve response timeliness, with a more effective escalation path
• Regular data analysis required by client ensured that emerging issues were identified and handled
• Social media-based customer care added to expedite assistance connected to negative online product comments