Case Study

Innovative Technical Support Solution to Improve First-Call Resolution with "Super-Agents"

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About Client

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The Client, a leading telecommunications company in Canada that offers a wide range of services including internet, mobile, TV, home phone, and security solutions, has been a long-term partner of Advantage Communications. Initially, the partnership focused on providing comprehensive technical support for the client’s entire product line, ensuring seamless customer service across all services.

As the company introduced new technology and equipment, Client needed:

1
An innovative Technical Support solution that would improve First-Call Resolution
2
Enhance Quality Control and elevate talent available for frontline calls
3
Reduce costs and workload on Tier II staff
4
Streamline processes as business lines expand and diversify
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The Approach & Solution

With competitiveness as a primary focus, it’s critical for the client to keep costs low while delivering best-in-class customer service.  

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  • ACI Implemented streamlined Support Desk solution ready to adapt and grow in real-time   

 

  • Strategic skilling of agents to enable call management at an individual customer level 
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Team of "Super Agents" to take on the customer service world!

The ACI Support Desk solution was designed to answer front-line questions and reduce workload for team leads at the contact centre and Client's internal Tier II department. Previously, Client was finding it difficult to backfill Tier II positions with talented agents as there was no Tier 1 pool in-house to draw from.

  • Agent confidence

  • Agent ownership

  • Agent empathy

  • Be a hero

With the ACI solution, all positions were filled by multi-skilled “Super Agents” who can answer any call type, on any product, from any line of business Client offers.

This strategy boosted the Net Promoter Score by 6%, bringing it up to 42 points - an enviable indicator of success in telecom customer service.  

At the same time, ACI reduced its Tier II staff by two-thirds, bringing it from 28.5 FTE to 10.5 FTE

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Result

  • Client's outsourced Tier II staff was reduced by 37 percent and internal Tier II was also downsized. 
  • NPS jumped to 42, an increase of 69 percent. 
  • Customers served by multi-skilled “super-agent”. 
  • Up to 90 percent savings in continuing education and training costs. 

Contact Advantage Communications Inc

Advantage Communications Inc. (ACI) is an Innovative Global Customer Contact Center for top brands. ACI provides smart and efficient BPO solutions that are custom-designed to be an extension of a brand and its business model. 

ACI’s Contact Centers are located in Canada and Jamaica, providing scalable multilingual solutions, reliable business continuity, and the best-branded customer experience across the board.