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The Experience to Enhance your Brand

Since 1996, Advantage Communications has been working with some of the world's leading brands - helping them to PowerUp their customer experience by delivering world-class customer service. Our passion for people and technology means we are able to create state-of-the-art customer care that's both cost-effective and dynamic.

Our passionate team offers round-the-clock customer relationship management services to clients that range in size from five full-time employees to tens of thousands of full-time employees. Here are some of their success stories:

Eastlink

Eastlink is a leading provider of high speed internet, digital TV and home phone products. This marks the 15th year of our client relationship with Eastlink. The partnership began with a simple service contract for after-hours support on a per-minute basis.

Today, we represent several lines of business with a delivery team of close to 250 dedicated members in Canada and Jamaica, providing 24/7 customer support in both official languages.

By having all complex lines of business handled by one support group, Eastlink now has 90 per cent savings in continuing education and training costs.

Our skilled teams helped to reduce unnecessary transfer by roughly 70 per cent. With their expertise, agents are able to decrease dispatches by 15 per cent, saving Eastlink a significant amount of money.  We are proud to maintain NPS scored of 40-55 in the various lines of business and among the industry best in Canada. The program grew from overnight staff of five to 225 FTEs.

Results:

  • Outsourced tier 2 staff reduced by 37 per cent and Eastlink internal tier 2 was also downsized.
  • NPS jumped to 42, an increase of 69 per cent.
  • Customers served by multi-skilled “super-agent”.
  • Up to 90 per cent savings in continuing education and training costs. 

 

Advantage Communications delivers exceptional support to our customers. Our partnership is a natural fit, we’re both Maritime companies that share the same philosophy when it comes to our customers, that is to deliver the best care and support possible.

- Deborah Shaffner, President at Eastlink.

PNI Digital Media

PNI Digital Media provides support to businesses globally in digital media such as photo finishing, business and social stationary, among other services. Key partners include Costco, Sam’s Club, CVS/pharmacy, Wal-Mart Canada, Black’s Photo, Loblaw’s, Fujifilm, Kodak, Marks and Spencer's and more.

The company provides support to its retail partners’ customers via phone, web forms, and live chat in English and French - seven days a week. Customer inquiries range from product and promotion queries, to how to create albums, troubleshooting and assisting software applications, placing orders and order status.

Situation:

PNI Digital Media were unhappy with their current provider and looking for an outsourcer to partner with. They were in need of agents that could provide their clients with service from A to Z. They had to be able to provide tech support 101, but still have a flare for customer service.

Solution:

To offer the best support possible, Advantage Communications created a fully-customized CRM tool to meet the client’s specifications. The CRM tool, named RUBI, is easily accessible from a mobile device and allows the user to manage tickets, see the queues and maintain and update through their smartphone or tablet.

ACI trained customer service agents on the technical support elements of PNI’s software. 

Our agents were able to assist clients with troubleshooting help but also establish a rapport and work together to help the client create a finished product they were pleased with.

Results:

  • ACI’s CRM tool, RUBI, is able to easily provide the client with customer analytics and business intelligence to help them improve their product and service delivery.
  • To help PNI with their cost-saving endeavor, ACI was able to have the Kingston, Jamaica contact center up and running within 30 days to support PNI’s peak season.
  • PNI’s peak seasons occurs during Christmas within a three-week period. ACI was able to meet this extreme increase in volume via a combination of creative scheduling strategies along with a carefully planned out expansion of their workforce, which grows by about 550 per cent.

 

ACI, thanks for the unique opportunity to be involved in the launch of your new location in kingston, Jamaica. The decision to blend our support solution between Canada and Jamaica was an important one. The processes and leadership involvement we’ve come to know of ACI has most definitely carried over to the Caribbean.

- André Blanchard, Senior Director of Operations at PNI Digital Media.

Hyundai Auto Canada

Hyundai Auto Canada, since its inception in Canada in 1983, has been known for building affordable cars that offer great value. The Hyundai Motor Company is the fifth-largest automobile supplier in the world. It produces about 3.9 million vehicles per year and sells in 186 countries.

Initially, Hyundai Auto Canada hired Advantage Communications to audit its correspondence emails between the customer service team and Hyundai clients. The quality monitoring relationship with Hyundai Auto Canada, later grew to include auditing their parts and distribution center and mystery shopping.

Based on previous experience in the automotive vertical, combined with the quality assurance monitoring processes utilized internally, ACI was able to offer a complete solution that assessed and reported on the interactions and allowed for suggestions and a valuable perspective.

Solution:

To implement this program, ACI worked closely with department managers to analyze their specific needs. They then developed forms and criteria that were measurable and would benefit the agents during coaching to help them reach their full potential. At the beginning, one full-time employee was dedicated to the Hyundai Auto Canada audit project.

Once the project was expanded, an exclusive team of agents were selected based on Hyundai Auto Canada’s need for a unique and reliable perspective on evaluations. With the expansion of the project, ACI needed to address the need with additional auditors, alternative data storage and reporting solutions and processes to keep everything running smoothly and seamlessly.

ACI did this by initiating testing for the interested candidates (to ensure consistency in quality standards), developing a customized solution with in-house quality assurance software, and developing a process to manage the project each month.

Results:

What began with the intention of being a “foot-in-the-door” scenario, to establish a relationship with a large and renowned brand, has become a successful, long-term relationship. ACI is the resource that Hyundai Auto Canada turns to for quality and “outside-of-the-box” solutions, which is how the project has expanded from only email correspondence to the present variety of email, phone, and mystery shopping across multiple departments and nationwide dealerships.

Original mystery shopping results were presented to the Regional Management and based on the positive feedback of the program, Hyundai Canada chose to expand the program nationally.

Agent quality averages have improved significantly from the time ACI initiated the quality assurance program. Monthly averages started out at 85 per cent (below passing) and in a little over six months, averages were 95 per cent (above passing). This has resulted in an improved customer experience for their end users.

Measurable values and coaching procedures were put in place to allow for career pathing and development of Hyundai Auto Canada customer service agents.

 

Advantage Communications worked with me to offer a program that is unique to our business requirements. They have collaborated and provided insight to deliver the best product for our company.

- Customer Relations Manager at Hyundai Auto Canada.

OMNI-CHANNEL SELF-SERVICE

Wondering how you can improve customer experience and reduce customer effort, while at the same time cutting down on potential human error? Look no further than ACI's adoption of conversational artificial intelligence (AI).

We have partnered with the industry's best - SmartAction - to PowerUp our next generation Omni-channel customer support services across all the leading conversational channels.

SmartAction’s unique Omni-bot(tm) is a conversational AI platform that combines voice and digital functionality to provide intelligent automation in every channel.

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