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A leading telecom carrier bridged the gap in Quality & Customer Satisfaction resulting in cost savings which more than paid for Knoah’s quality program

The Problem:

A leading telecom carrier was looking to improve its retail customer service quality program. The customer types include Pre-Paid, Post-Paid, Data, and High-Value. Customer Service interactions were handled by 18 different vendor locations serving 12 different languages. The existing QA
program was inconsistent and inadequate in measurement with a lack of actionable insights for effective coaching purposes. The reported metrics indicated high quality scores which contradicted the low customer satisfaction results.

With the prior QA model, the quality parameters were habit forming and led to agents repeating pre-approved statements without understanding the intent or appropriate tone within the interaction. This enabled agents to be compliant with the quality form but insensitive to customer experience, leading to high quality scores while customer satisfaction suffered. The selection of samples, recording of evaluations (using spreadsheets), and reporting to the corporate and vendor teams was inefficient and ineffective. Calibrations and dispute resolution were handled through telephone conversations, leading to a lack of verifiable records, inconsistent participation, and very little transparency. Finally, agents continued to struggle to address customer issues as proper actionable inputs were not provided by the Quality system in place. All these factors led to a lack of visibility into what was driving the differences between perceived high quality and customer satisfaction.

The Carrier needed an experienced QA partner who could bridge this gap by immediately impacting and improving customer experience while providing greater visibility to the stake holders concerned through better Quality practices and inputs. Knoah was selected as that partner.

The Solution:

The first phase of the engagement was to redefine quality guidelines. Knoah and the client’s corporate QA teams came together to mutually prepare a set of quality guidelines that were centered around customer satisfaction requirements and business goals. The resolution index, which is based on resolving the customer’s primary issue during the call, was an outcome of these discussions. The new guidelines were codified and launched with training of vendor quality teams at all the centers.

After training and certification, a “burn in” period was launched during which scores were published to all centers. To enable the Knoah QA team to interact with different partners and align to the new methodology, structured calibrations were conducted with all the outsourced partners to ensure that everyone was in alignment before the ‘go- live’ date. At Knoah’s recommendation, in addition to the new quality guidelines,the Carrier also redefined vendor call center score cards.

Knoah started delivering evaluations under the new quality guidelines for all the 18 vendor locations using our KnoahsARK –QA/WFO Software. All the sites had immediate web-based access through a KnoahsARK login to the evaluations that were being submitted without having to wait for a week to get a quality report and act on the findings. Each evaluation was tagged with the call recording that was evaluated for easy access and reference. Dispute resolution was enabled through KnoahsARK resulting in timely resolution of disputed evaluations and automatic score updates. Structured calibrations through KnoahsARK also ensured that any scoring gaps were caught early on between Knoah Corporate Quality team and Client’s partner teams.

Knoah and the client’s corporate team then met again to understand the top call drivers for the prior quarter and prepared a set of guidelines for preparing the new sampling list.

Today, partners upload the call recordings onto a common network location using a specified format shared by Knoah. The call recordings and associated data are then uploaded into KnoahsARK. This process makes it easy for the client’s corporate team to search for and review calls in each sampling strata. They also get an overview of daily, weekly, and monthly trends.

Results:

  • Immediately after the first month of going live “error free index” scores dippedfrom 80 percent to less than 50 percent thereby accurately reflecting the true quality score of transactions
  • The high level of staff efficiency coupled with the rapid rollout of Knoah's software solution delivered accurate scores with actionable insights to all the stakeholders, leading to more appropriate but reduced incentive payouts to outsourcing partners. The savings from these inflated payouts covered the cost of the quality program by itself.
  • Strict adherence to new procedures and guidelines set by the client has resulted in the high accuracy of scores; with the average number of scores accepted (i.e., unchallenged) by all sites at over 99 percent

Conclusion:

The carrier greatly benefited from the core competency of Knoah’s robust quality practices. Integral to ‘The Knoah Way’ is to embed teams into the client’s business; understanding their culture, corporate values and overall business goals. Knoah supports the client as a strategic partner throughout different stages of the engagement. Emphasis on remaining flexible and the ability to embrace rapid changes and improvements in the client’s environment has led to better trained agents that can troubleshoot end-customer issues more effectively and improve overall customer satisfaction.

About Knoah

Knoah Solutions is an award-winning Global Outsourcing Services Company - with onshore and offshore delivery centers in US and India - that delivers the best in class multi-channel customer & technical support, and 3rd party QA services in the industry. To know more, visit www.knoah.com

 
Client
A large telecom carrier
 
Industry Vertical
Telecom
 
Knoah’s Service Offering/Channel
TotalAssure – A 3rd party Quality Assurance Solution
 
 


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    17th Annual Call Center Week 2016
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