Demo

Publishing

Assisted Major Publisher to reduce call center operating costs by almost 50% while improving Service Levels and Customer Experience

The Challenge:

A major Publisher was experiencing rising call volumes and costs. Their internal and outsourced resources were stretched to the max and their service and quality levels were at all-time lows.

The Process:

The solution involved a complete review of the existing processes and procedures and in-depth study of the call arrival patterns, causal events, and a full operational audit. A full redesign of the process, its metrics was proposed.

The Solution:

With the client on side, all calls were removed from the internal center and the existing outsource call center and moved to a new outsourcer. Significant training based upon competencies required was provided. The call volumes surged from the day of the cut-over increasing to more than 20,000 calls per day, due in large part to the poor service levels that had become the standard prior to the cut-over which created a backlog of unresolved issues. Within a week call volumes had subsided, service and quality targets were being achieved and the both the call length and call resolution rates were at new record highs.

The Result:

Within six months the company had reduced its call center costs by more than 50% (more than $1,000,000) and maintained industry-leading service and quality performance.

The company received the Teleperformance Grand Prix Gold Award for Customer Service as the best customer service call center in its vertical in Australia! Two of the senior partners of TRG were involved in delivering this success story.

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