teleNetwork is dedicated to the constant improvement of customer interactions. Read below and submit the form to download this case study that details how we helped one of our clients overcome a daunting challenge.
This teleNetwork client experienced record growth in high-speed internet connection sign-ups with a 31% annual increase in subscriptions, leading the US in growth. In order to effectively support this rapid growth, there would be significant investmetn in capital expenditure and labor costs. The cost concerns related to adding a large permanent labor force were challenging for this client because locating and retaining a large internal support workforce was difficult to predict and prohibitively expensive.
Scaling internet help desk operations to meet the support requirements of this growth proved to be a daunting task for this client. Initially, the client's operation was supporting all data products for both business and residential customers. As the result of this explosive growth, this client was unable to keep pace with the increased call volume that new subscribers were generating. This challenge was reflected in high abandon rates of 20%, and with calls being answered with an average hold time of 7.5 minutes. The lack of customer accessibility to the support team was an impediment to sustained growth in the competitive HSI market for the client. Submit the form below and download the case study to learn more about how we helped our client improve on this challenge.