Customer Focus and Forward Thinking as a Means of Building Strong, Lasting Customer Relationships
Utilities Case Study
Company Overview:
Our client is a leading North American provider of water services. The availability and quality of our water supply is a critical national priority; and this leading water provider must cultivate trust with its customers, while delivering them innovative, cost effective solutions that protect this precious resource.
With plans to expand its operations, providing improved, measurable customer service is paramount to achieving objectives in the face of increasing competition.
Purpose:
Use analytics to minimize performance variability across the enterprise and establish consistent service levels across multiple contact centers. Establish an environment of continuous improvement within all customer interaction channels.
Business Objectives:
- Establish consistent service standards.
- Minimize performance variability across the enterprise.
- Improve customer experience.
- Immediately identify service shortfalls.
- Collect and disseminate relevant business metrics throughout the organization.
- Maximize IVR and self-service usage.
- Provide management with relevant business insights related to customer relationship issues.
- Improve compliance processes.
The Solution:
- Deployed the Behavioral Analytics™ Service to 450 CSRs in two contact centers.
- Adopted the Business Monitoring Service to drive business benefits and a continuous improvement process.
The Process:
- Determine base line metrics, goals and objectives.
- Chart a roadmap for integrating technology, people and processes toward achieving all key objectives.
- Install, integrate and test the Behavioral Analytics™ Service.
- Deploy the Business Monitoring Service to ensure all relevant business data is transformed into actionable strategies for continuous improvement.
Initial Findings:
- Customer service calls can be handled more cost effectively.
- The current manual Q/A process can be significantly streamlined.
- The training and coaching process can be accelerated, preventing poor performance from escalating into bad habits.
- Employee morale can be improved by providing performance feedback to the CSRs.
- Insight into call handling and internal processes can create a means of recognizing and implementing best demonstrated practices throughout the company.