Top US Wireless Carrier Saves In Customer Service By Implementing Operational Performance Management Solution

The Business Challenge
One of the nation's largest wireless carriers had been experiencing tremendous growth, exceeding 300%, over a ten year period. The formula for success was to differentiate themselves as the "best value" in the industry -- offering more minutes, more features, more services to their customers. To support this strategy, the company invested in new products, distribution channels, services and service channels. The business expanded to 25 locations with over 16,000 agents serving customers.

The complexity of the business had grown tremendously during this dynamic phase, and senior executives needed to improve their ability to execute operationally. They need to enhance their ability to service customers effectively at the lowest possible cost. The company wanted to improve traditional dispatch and provisioning, but also wanted to make an aggressive push to promote self-service with web-based portals and interactive phone services. They needed a better "contact management" strategy and execution capability. They needed to perform better operationally.

The Solution
The Opus Solution, a blend of process optimization, performance training and Performance Analytics Technology, was chosen to facilitate the drive towards better performance and support continued growth.

Opus initiated a tactical review of each service process onsite and designed the ideal business practice based upon review of six "representative" locations. Each service process was detailed step by step from both a technology and operational viewpoint, providing clear visibility to workflows and system dependencies through the web, voice, e-mail, e-chat, IVR and CTI systems. Specific performance parameters and service level goals were assigned to each process, and data feeds mapped from systems to provide a framework for comprehensive reporting and execution. Exception processes such as zero outs, internal transfers and duplicate service requests were addressed through customized data feeds that linked exceptions to root cause. The result was cross-channel data across 26 sites that could be clearly communicated, discreetly measured and centrally controlled. Once more, because the processes were engineered and measured on-site – with the direct input from the best of the intellectual property owners – the strategy initiatives created a mandate for developing a common set of best practices for all locations and business functions.