Overview

With more than 50 million subscribers, the client delivers advanced high-quality mobile wireless communications services, voice and data, to businesses and consumers, in the U.S. and elsewhere. The success of the operations is based on her ethos of putting the customers first.
The service goals include:

	Provide high levels of customer service
	Reduce call time to minimize call center costs
	Increase first calls resolution to increase customer retention

Business Case
To ensure customer satisfaction, the client required a very high level of First Time Resolution (FTR), minimal escalation and low Average Handing Time (AHT). In addition to resolving customer problems, agents had to be ready to cross-sell/ up-sell the client's other products and services to the customers.

Intelenet's Solution
Intelenet's customized cost-effective solution used state-of-the-art technology with the highest possible security and connectivity infrastructure. Aggressive transition timelines were effectively achieved to include 700 FTEs in 8 ramp ups across 7 months. In this period the agents were also trained to cross-sell/ up-sell the client's other products and services to the end customers .

The basic process was broken down into stages:

	The agents receive calls from the customers of the client
	Identify the problem
	Resolve the customer query
	Move on to identify up sell/cross sell other products and services of the client

The process was thus well defined and documented. A knowledge transition tool-kit deployed to replicate the client processes ensured accurate understanding of the process. A custom developed workforce management system was used to gauge the correct levels of operation.

Rigorous multi-level and periodic checks were conducted to track and ensure the quality of the call transactions. On-the-job training and refresher courses were given to agents. Daily feedback and improvement pointers were given to agents based on the daily quality MIS data on attributes such as telephone etiquettes, customer interaction and relationship and ownership. Trend analysis systems were implemented to track failure modes.

Business Value

The client gained significant benefits from our services.

	Benefits of $2MM through digitization passed on to the client
	A consistent 87% FTR with less than 3% escalations
	25% productivity gains achieved through in-house forecasting and scheduling models
	100% of all call volumes for the defined product along with L3 Call Types including Resolution Desk outsourced to Intelenet
	20% crunch in process training timelines with all documentation done in-house
	Customized 'Customer Clinics" for remote monitoring from the client site