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Case Study
A major Telecommunications provider was suffering badly. The business was falling behind planned growth rates and market penetration figures were below target. Results
were down and the market was getting nervous about investing in the company.
Critical Business Issue
Company culture negatively impacting revenue and customer loss rates.
Reason
This was due to a number of factors including:
- the service delivery in the Contact Centre was inadequate
- both customers and staff were leaving the company at an unacceptably high rate
- key performance indicators were being missed regularly and customer dissatisfaction was high.
Vision
The management team needed a way to see what was going wrong, and to draw together an action plan to address the shortfalls, so that when customers called in they
were met with a courteous and efficient service which resolved their problems quickly and a workforce who were effectively trained so that they could perform the functions
required of them in a way which motivated them to do the job properly and take pride in their work so that Key Performance Indicators were met, and the customer base
remained loyal and grew in line with the company projections.
We were asked to review the operational elements of the Contact Centre Operation, with a view of ensuring that our client provides world-class service to its customer
base.
Provided
PRIME Consulting provided an in depth analysis of the then current situation* - producing a report with a number of recommendations to address the issues affecting
both staff and management. We were subsequently involved in the implementation of the Management Plan, which resolved the issues.
- We analysed the work rates, distribution, procedures, training, motivation and culture of the organisation.
Result
- Staff attrition and sickness rates reduced dramatically as did call abandon rates. Not only did this enhance the client experience and therefore
reduced customer loss rates but cost savings were also made on recruitment and training as a direct result of the staff retention achieved through improvements in
motivation and self worth felt by the staff.
- The client's business picked up and was no longer being negatively impacted by the Contact Centre activity.
- Customer loss rates fell by 20% in the first month, and staff attrition fell by 30% in the first quarter. Cost savings due to reduced training
and recruitment costs were attributed at £59,000 in the first year.
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