West at Home helped a leading pre-paid wireless provider deliver award-winning customer service.
Objective:
One of the world's leading brands and fastest growing pre-paid wireless providers wanted a domestic presence that could deliver highly flexible staffing at a lower cost, while protecting their brand and improving service levels.
Solution:
West at Home utilized over 2,000 trained home agents and over 400 simultaneous agents to handle the company's incoming phone activation, customer care, sales, saves and repair/maintenance calls. Agents participated in comprehensive computer-based training to immerse them in the company's image, attitude and approach to customer care. The solution also integrated the wireless provider's Siebel CRM database and utilized Genesys for CTI screen pop to deliver the most up-to-date customer information directly onto the agents' screens.
Results:
- Based on third-party quality monitoring scores, West at Home's agents consistently averaged 93% or greater in customer satisfaction.
- The West at Home solution played an integral role in the wireless provider being recognized with a prestigious national award for customer satisfaction.
- Helped the wireless provider save over $7 million annually versus their previous domestic-based brick-and-mortar solution.
- During the critical holiday season, West utilized an additional 300 simultaneous home-based agents to handle the increased call volume.
- West at Home took over the wireless provider's saves program and immediately delivered a 67% increase in saves versus the previous outsourced provider. As the program grew West's high quality agents were able to produce save rates approaching 60%, helping the company retain more of their valuable customers and revenue.
« Back to Resources