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