Case Studies
This emerging telco customer of Metrica is part of US$ 4.5 billion global business house with interests in various consumer oriented businesses. The telecom business has been growing at break-neck speed and competing with very large established GSM players. They have successfully launched their voice and value added services in nearly 10 different service areas in a very short span of time and have plans to cover many additional service areas.
One of the cornerstones of their telecom business strategy is to differentiate themselves by providing unparalleled customer contact experience to retain existing subscribers and acquire new subscribers. They are providing customer service through Contact center, IVR, SMS, Customer service portal and Retail channels.
Business Challenges
- Multiple channels of customer contact resulted in inconsistent customer contact experience
- Difficulties in implementing a cohesive customer experience strategy without enterprise-wide unified view of customer experiences
- Too many (75+) back-end systems (ACD, IVR, Autodialer, CRM etc) reduced the speed and effectiveness of strategic programs to drive up customer satisfaction level
- Lack of a robust partner (outsourced contact centers) performance management system to monitor SLAs
- Inability to add new service areas quickly due to slow addition of new systems / data sources for performance management
Solution Offered
Metrica provided an end-to-end customer experience management solution to monitor customer touch points. More than 75+ touch point data sources including one Avaya ACDs, 22 IVRs, 15 Auto Dialers, 10 Outbound dialers, 5 CSAT survey managers, 1 Multi-media system, 1 Call Recording system and 1 Siebel CRM were integrated for unified customer experience and performance management.
Metrica's solution is also used for monitoring the performance of their 4 Contact Center/BPO outsourced partners to whom the customer service delivery is outsourced.
In this implementation, we have addressed large-scale performance management challenges that involve managing 1000s of agents and nearly 5000 IVR channels. Our solution is helping this customer monitor 100s of metrics and 50+ KPIs related to the customer service for ensuring very smooth experience for millions of their mobile subscribers across the touch points. The solution was customized extensively to meet their business requirements.
The users of our system here include Sr.management team, IVR Customer Experience Analysts, Supervisors, Agents, Marketing, Sales and Technology teams and 4 Outsourcing Business Partners.
Business Benefits
Metrica's solution implementation has resulted in both tangible and intangible benefits to various stakeholders of the Telco. It helped their teams to drive customer experience strategy in a holistic and cohesive manner.
- Quicker identification of bottlenecks that affect customer experience across channels
- More rigorous management of outsourcing partner performance
- Improvement in agent productivity by around 5%
- Improvement in IVR self-service effectiveness by around 3%
- Reduction in MIS costs by around 80%
- Quicker expansion to new service areas without worrying about back-end data issues
- Overall improvement in operational efficiency
This Telco customer of Metrica is one of the largest telecommunications companies in the world. They operate in 18 countries across Asia, the Middle East and Africa and serve over 100 million subscribers out of a total population of approximately 1.9 billion people.
They are expanding at a rapid pace by offering services at very competitive rates and unmatched customer service. Metrica helped them launch their services in new markets.
They are providing customer service through Contact center, IVR, SMS, Customer service portal and Retail channels.
Business Challenges
- Multiple channels of customer contact resulted in inconsistent customer contact experience
- Difficulties in implementing a cohesive customer experience strategy without enterprise-wide unified view of customer experiences
- Too many (50+) back-end systems (ACD, IVR, Autodialer, CRM etc) reduced the speed and effectiveness of strategic programs to drive up customer satisfaction level
- Lack of a robust partner (outsourced contact centers) performance management system to monitor SLAs
Solution Offered
Metrica provided an end-to-end customer experience management solution to monitor customer touch points. Customer touch point data sources integrated include ACD, several IVRs, Auto Dialers, Outbound dialers, CSAT survey managers, Multi-media system, and CRM.
Metrica platform was customized extensively to provide a cradle-to-grave reporting platform for unified view of their customer experience across contact channels. The solution was also customized to provide IVR effectiveness monitoring in a very detailed manner with nearly 10 different views of caller experience and several dozen metrics.
Business Benefits
Metrica's solution implementation has resulted in both tangible and intangible benefits to various stakeholders of the Telco. It helped their teams to drive customer experience strategy in a holistic and cohesive manner.
- End to end view of customer experience across channels
- Improvement in agent productivity by 8%
- Improvement in IVR self-service effectiveness by 4%
This client of Metrica is a global powerhouse in engineering and electronics space. This company is active in the areas of Information and Communications, Automation and Control, Power, Transportation, Medical, and Lighting. They provide innovative technologies and comprehensive know-how to benefit customers in 190 countries. The contact center and back office outsourcing arm of this global major chose Metrica's CenterWorks suite of solutions for addressing productivity and efficiency issues in their service delivery centers across multiple locations.
Business Challenges
They were facing several challenges in improving the productivity of their staff and overall efficiency of their contact center.
Their primary issues were:
- Inability to distribute detailed performance data directly to the agents on time
- Low supervisor effectiveness who typically spends 2 to 3 hours per day in collating data from multiple systems for management reporting in MS Excel sheets
- Lack of collaborative tools to share and discuss performance data
- The senior management had no visibility of historical performance data for trend analysis
- Lack of a method to transfer agents across teams without hampering their past performance data
- Use of paper based method to track sales details
- Lack of a formal training effectiveness evaluation system
- Complaints about monthly incentive calculation and performance appraisal
- Lack of a formal attendance tracking system for calculating staff shrinkage
Solution Offered
After conducting a study of their pain areas and existing systems, Metrica implemented KPIAnalyzer, MyReflector, HR Workflow, Custom Reports Engine (CRE) and Training Workflow modules of CenterWorks suite. Several new drill-down reports were developed to capture data from ACD, excel sheets and papers.
A portal was set up to share performance data and knowledge base to improve communication and collaboration among various teams.
Metrica's professional services team worked with the client's operations team to understand their pain areas and customize CenterWorks modules to address those pain areas. Customization work involved development of several workflows, reports and dashboards at site.
Business Benefits
CenterWorks solution provided the people in the contact center an entirely new work environment. It empowered them with data that enabled self-correction and helped the management to streamline people related processes.
The following were the results observed after 4 weeks of implementation of CenterWorks suite:
- For the first time the agents were able to see their performance on time which otherwise took several days. They were also able to see their own rank in the center which motivated them to move up in the ranking. The AHT for the center went down by 7% and sales increased by 3%
- Since the MIS reports were automated, the supervisors were able to spend more time in coaching the agents on the floor. The same number of supervisors was able to manage a larger workforce with a lot of ease
- The senior management was empowered with critical data to identify performance bottlenecks
- The effectiveness of the training became measurable for the first time through quizzes and other tools in CenterWorks
- The following people related processes were automated which increased overall satisfaction level of staff
- Team transfers
- Incentive calculation
- Quarterly performance appraisal
- Attendance tracking
- Maintenance of agent's personal file and track record.
This client of Metrica is a multi-billion $ global corporation. The back office (non-voice) outsourcing arm of this global major chose Metrica's FloWorks suite for addressing productivity and efficiency issues in their service delivery center.
Solution Offered<
Metrica provided its FloWorks back-office work-flow and performance management solution to automate various manual processes and processing of work-items delivered through various modes like email and CRM.
Business Benefits
FloWorks solution provided the workforce in the processing center an efficient work environment and increased the staff productivity significantly. Most of the manual processes like work-item printing, indexing and quality monitoring were fully automated.
The following were the results observed after 2 weeks of implementation of FloWorks suite:
- Reduction in Case handling time by 50%
- Reduction in processing errors by 40%
- Increase in supervisor productivity by 35%
- Reduction in MIS costs by 60%
