TMNG Global Improves Satellite Television Provider's Call Center Performance

Challenge

A provider of digital broadcast satellite television wanted to improve the efficiency and profitability of its call centers. In particular, the company wanted to improve its ability to answer calls within the first 30 seconds, improve agent productivity and reduce the number of customer complaints. The company engaged TMNG Global to provide an objective assessment of its call center strategy and operations.

TMNG Global Solution

We worked with the company’s management team to complete an assessment that included all aspects of site selection, facilities, workstation design, recruiting and training requirements. Our team began by sizing the client’s need for a new call center site. A nationwide search was conducted to determine the best location based on a number of demographics.

We worked on the design and layout of the new call center, providing basic guidelines for the center's design and operation. Using our proprietary TMNG Lexicon™ methodology, the team developed and managed the RFP process for all technology (ACD, desktop software, workforce management, and LAN/WAN). We assisted in the selection of call center equipment and software for managing incoming calls, monitoring agents, and measuring their productivity. We developed the methods and procedures used to supervise incoming calls and problem management.

Our team provided support to ensure the successful opening of the center and assisted with hiring and managing operations until the company could add permanent staff. We improved the center's methods of forecasting, staffing, and scheduling and established key performance indicators (KPIs) for the center's performance based on organizational goals and best-in-class benchmarks.

Benefits to the Client

The center's hours of operations were extended resulting in an improved percentage of calls answered from 65% to 95% in 30 seconds or less. Agent productivity increased from 45% occupancy to 85% occupancy. The client also realized a reduction in customer complaints of 50% by implementing call handling standards and providing performance feedback to all agents.