TMNG Global Provides Call Center Expertise To Aid Broadband Provider In Class-Action Lawsuit

Challenge

A Tier 1 broadband provider was named in a class action lawsuit questioning the provider’s disconnect and win-back telephone strategies and related policies and procedures. The potential loss to the client as a result of the lawsuit was several million dollars. The provider wanted an independent party to determine whether it was meeting best-practice standards in its disconnect and win-back call centers, thus certifying that the provider was not engaging in fraudulent telephone practices. The provider’s law firm retained us to assist the client in the class-action lawsuit by reviewing its call center policies and procedures.

TMNG Global Solution

To complete the audit of the provider’s call centers, we utilized both its proprietary TMNG QBC™ (Quality Business Controls) methodology, as well as its knowledge of win-back and customer disconnect policies and procedures. The team began with an extensive review of past and current call center policies and procedures including hiring, training, human resources, call-handling techniques and compensation packages. TMNG Global conducted interviews with senior managers, call center directors and front-line personnel, as well as members of the provider’s training, human resources and legal teams. We also conducted on-site call monitoring of the call centers. The objective of the call monitoring was to observe call-handling techniques and compare the “real phone experience” against the company’s stated policies and procedures. Finally, we conducted a review of the call center’s supervisory reports to determine how supervisors might identify and act in the event of an illegal win-back call. Based on the information gathered from the interviews, monitoring, and policy review, we developed a findings document for the client. This document was then translated into a legal brief for filing with the courts. The brief was delivered to the court and entered into the record.