Customer Care Program Implementation in Two Weeks! This Story Has a Great Ending and New Beginning
Client Background:
Nationally recognized subscription service provider that develops innovative, multichannel based sales and customer service programs for some of the world’s most prestigious companies
Challenges and Requirements:
Due to unforeseen circumstances, our client had the urgent requirement to replace an existing vendor that played a critical role in their customer service and order fulfillment process. Needed was a known entity with backoffice outsourcing that could ramp up operations in short order, provide a level of quality and service that would meet company standards and could quickly comprehend and adapt to changing programs requirements. This engagement required a high level of trust and flexibility between both parties with failure not being an option.
The MetaSource Solution
Simultaneous with an agreement being reached in one day, MetaSource and Client Operational and Customer Care executives moved quickly to form a multifunction SWAT Team that worked closely to analyze the existing solution, build customized service programs, and launch an intensive on-boarding process that involved the hiring and training of specialized service agents including a bi-lingual requirement. Objectives of both teams and especially MetaSource were to mirror existing best practices, collaborate on areas of process improvement and put a scalable model in place with redundancy that would facilitate this programs success and future application development. The client’s imperative of getting it right, getting it right the first time and getting it done quickly was our guiding light.
The Result
The program’s launch exceeded client expectations and delivered the following critical success factors that included several improvements over the previous service delivery model:
- Customer went live in two weeks with skills-based queuing functionality with a diverse and flexible labor force that included bi-lingual agents
- Inbound/outbound contact center, FAX, email and paper ingestion mailroom capabilities were implemented without issue and delivered significant scalability
- Integration with 3 client systems and a new CRM program was accomplished enabling the rapid processing of several hundred transaction types daily.
- MetaSource was recognized on three occasions for its contribution to the client’s continuous improvement process.
- Delivered 100% quality reporting, Time in Process and Utilization Reports that analyzed benchmarked performance of individual agents
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2 Site production and contingency support were provided offering both SAS 70 Type II and PCI level I certification.