Back Office Engagement Achieves Near 100% Accuracy for Prepaid Wireless Business
Back Office Engagement Achieves Near 100% Accuracy for Prepaid Wireless Business
Industry
Large telecom companies often have niche businesses with unique support needs requiring significant depth of knowledge and special systems. For a long-time client, deep understanding of its government-subsidized wireless plan and the intricacies of customer qualification ensures account owner needs are resolved while service team surpasses all client goals.
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
The Results:
Telecom client continues to be pleased with the customer growth and improved performance for this prepaid wireless line of business:
- 10% above goal for agent productivity
- Near 100% accuracy, vs. 95% goal
- 3-5% consistently above staffing attendance goal
- Monthly transaction volume that increased from 14,500 to 40,500 transactions at peak season
