CASE STUDY: REGIONAL UTILITY

Challenge:
Improve Operational Efficiency
Solution: Call Center Performance Analysis

The impetus for this project was to review the operation of the call center prior to the implementation of a new technology solution.  The approach was to analyze its overall health and make recommendations that all customer interactions would result in a pleasant experience.  Through on-site observations, interviews with key organizational stakeholders, interaction monitoring and analysis of statistics, we were able to examine the strengths and weaknesses of their operation.

 

Recommendations were made to enhance their customer relationship policies and procedures, staffing (planning and management), training programs, processes and existing technologies.  An “Action 

 

Items Checklist” was developed and used as a guide for management on which operations areas needed immediate attention and those that should be addressed in 90 days, 180 days, 1 year and 2 years.

 

The results gave management a logical game plan/road map to increase customer satisfaction, retention and loyalty and improve the efficiency of the staff.  Quality was an important consideration throughout our recommendations.  We were able to enhance the requirements for the new technology solution to be sure it provided all the interaction channels/methods that customers wanted to use to communicate with them. 

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