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Enhanced End User Experience of Broadband Internet Service Providers
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The Client
The clients are two of the world’s largest broadband internet service
providers, each offering a portfolio of premium and niche content sites,
world-class tools, and platforms. Both clients’ end customers are
consumers as well as businesses in the United States and Canada.
OVERVIEW
Industry: Technology
Geographies: North America
Services:
- Multilingual Technical Support
- Contribution to the client’s online knowledge
base
Results:
- Improved customer satisfaction from 77% to
81%
- Consistently met or exceeded Line Adherence
metrics of 90% and AHT of 14 minutes
- Customers who indicated they were “very
satisfied” increased from 40% to more than 75%
Managing Experience
Enhanced End User Experience of BroadbandInternet Service Providers
Case Study | Outsourcing | Technology Industry
Business Challenge- Broadband network downtime is costly for both the service providers
and the end customers, often reaching to thousands of dollars per
hour. Both clients needed to quickly determine causes of outages and
minimize the downtime.
- The clients were rapidly growing their respective customer bases while
struggling to meet customer satisfaction and retention goals.
- Faced with steadily rising costs of customer care, the clients sought an
outsourcing partner with deep expertise in broadband technical
support to help them provide a high level of customer satisfaction
without hampering the experience.
Solutions Delivered by AegisAegis began these engagements with 100 total FTEs, and has currently
assigned up to 600 professionals to the large broadband internet service
providers.
- Aegis agents heavily contributed to the client’s online knowledge base
with information relevant to technical support concerns.The users of
this knowledge base included all Aegis agents as well as the client’s
internal technical support teams.
- Aegis provided input on development of customer-facing training
modules. Aegis agents also cascaded customer feedback pertaining
to product development and services to the client.
Services Provided by AegisThe clients selected Aegis to provide 24/7 Tier-1 and Tier-2 broadband
technical support functions to their end customers, which included
support in English and French. Many of the Aegis technical support
agents began as installation technicians and over time moved up to
solving more complex issues, while Aegis also recruited professionals
with experience in Cisco networking devices. Our technical support
included:
- Assisting customers in setting up and troubleshooting broadband
connections. If an agent determined that the issue was caused by the
client’s equipment at the customer premises, the agent would initiate
sending replacement modems to the customer.
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Managing Experience Case Study | Outsourcing | Technology Industry
- Technical support related to web mail, passwords, web hosting, and
browser functionality.
- Troubleshooting software related issues, including helping customers to
install and uninstall broadband software.
- Aegis formed a dedicated team to serve the clients’ French Canadian
customers. The team provides Tier-2 support and also proactively
offers a call back option.
Key Results and Benefits- Aegis technical support professionals contributed 3 to 5 resolutions per
week into the client’s knowledge base. These contributions helped the
agents enhance customer experience via increasing First Call
Resolutions (FCR). In the first year of the engagement, customer
satisfaction (based on email surveys) improved from 77% to 81%.
Customers who indicated they were “very satisfied” increased from
40% to more than 75%.
- Transferred calls were reduced from 21% of call volume to less than
10% within a year.
- Efficiency Metrics: Aegis consistently met or exceeded Line Adherence
metrics of 90% and AHT of 14 minutes.
- Performance Metrics: Member Satisfaction Index (MSI) at 81% and Call
Quality Index (CQI) at 90%. Aegis consistently met or exceeded both
metrics.
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Managing Experience Case Study | Outsourcing | Technology Industry
About AegisAegis is a global outsourcing, technology and engineering company
committed to impacting clients’ business outcomes by focusing on
enhancing customer experience across all touch points and channels.
Aegis was founded 30 years ago in the US and now has operations in 56
locations across 13 countries with more than 55,000 employees. Aegis
services over 300 clients from verticals such as Banking and Financial
Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality,
Consumer Goods, Retail, and Energy & Utilities. The company is wholly
owned by the Essar Group, a USD 27 billion conglomerate.
For more information write to us at [email protected] or
visit www.aegisglobal.com
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Managing Experience Case Study | Outsourcing | Technology Industry