West at Home drives better first call resolution and higher customer satisfaction.
Objective:
One of the nation's leading providers of satellite television services, with millions of customers worldwide and recognized as the industry leader in customer satisfaction, was in need of a solution to handle high call volume spikes.
Solution:
West at Home identified over 400 qualified home agents who possessed extensive customer service and sales skills combined with a higher level of technical expertise. The home agents would be handling the company's most complex call types, including; Care and Technical Support, Saves, Cross-Sell/Upsell, Billing and Field Service Requests. West implemented a 100% virtual self-paced training program augmented with instructor led webinars to reinforce key points of the program. All calls into the satellite provider were front-ended through West Corporation's speech-enabled automated solution which intelligently routed calls to the best qualified agent. West at Home also integrated with the company's Siebel CRM database to deliver the most current customer information.
Results:
- West at Home's First Call Resolution rates have been above the Enterprise Average for the first four months since the launch of the program.
- West was second only to the company's internal call centers for fully resolving a first time caller's issue.
- West's ability to improve First Call Resolution rates produced over $100,000 in savings to the provider every year.
- West at Home agents consistently scored approximately 10% higher than the Enterprise Average in various customer service metrics such as; Speed of Getting the Answer, Courtesy of the Representative, Knowledge of the Representative and Ability to Resolve the Issue.
- During one pay-per-view event, West at Home was able to scale staffing from 150% above forecast to over 370% above forecast in a half-hour period.
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