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Broadband Technical Support Case Study

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Enhanced End User Experience of Broadband Internet Service Providers

Enhanced End User Experience of Broadband Internet Service Providers

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  • 1. Enhanced End User Experience of Broadband Internet Service ProvidersOVERVIEW The ClientIndustry: Technology The clients are two of the world’s largest broadband internet serviceGeographies: North AmericaServices: providers, each offering a portfolio of premium and niche content sites,- Multilingual Technical Support world-class tools, and platforms. Both clients’ end customers are- Contribution to the client’s online knowledge consumers as well as businesses in the United States and Canada. baseResults:- Improved customer satisfaction from 77% to 81%- Consistently met or exceeded Line Adherence metrics of 90% and AHT of 14 minutes- Customers who indicated they were “very satisfied” increased from 40% to more than 75%Managing Experience Case Study | Outsourcing | Technology Industry
  • 2. 2 Business Challenge - Broadband network downtime is costly for both the service providers and the end customers, often reaching to thousands of dollars per hour. Both clients needed to quickly determine causes of outages and minimize the downtime. - The clients were rapidly growing their respective customer bases while struggling to meet customer satisfaction and retention goals. - Faced with steadily rising costs of customer care, the clients sought an outsourcing partner with deep expertise in broadband technical support to help them provide a high level of customer satisfaction without hampering the experience. Solutions Delivered by Aegis Aegis began these engagements with 100 total FTEs, and has currently assigned up to 600 professionals to the large broadband internet service providers. - Aegis agents heavily contributed to the client’s online knowledge base with information relevant to technical support concerns.The users of this knowledge base included all Aegis agents as well as the client’s internal technical support teams. - Aegis provided input on development of customer-facing training modules. Aegis agents also cascaded customer feedback pertaining to product development and services to the client. Services Provided by Aegis The clients selected Aegis to provide 24/7 Tier-1 and Tier-2 broadband technical support functions to their end customers, which included support in English and French. Many of the Aegis technical support agents began as installation technicians and over time moved up to solving more complex issues, while Aegis also recruited professionals with experience in Cisco networking devices. Our technical support included: - Assisting customers in setting up and troubleshooting broadband connections. If an agent determined that the issue was caused by the client’s equipment at the customer premises, the agent would initiate sending replacement modems to the customer.Managing Experience Case Study | Outsourcing | Technology Industry
  • 3. 3 - Technical support related to web mail, passwords, web hosting, and browser functionality. - Troubleshooting software related issues, including helping customers to install and uninstall broadband software. - Aegis formed a dedicated team to serve the clients’ French Canadian customers. The team provides Tier-2 support and also proactively offers a call back option. Key Results and Benefits - Aegis technical support professionals contributed 3 to 5 resolutions per week into the client’s knowledge base. These contributions helped the agents enhance customer experience via increasing First Call Resolutions (FCR). In the first year of the engagement, customer satisfaction (based on email surveys) improved from 77% to 81%. Customers who indicated they were “very satisfied” increased from 40% to more than 75%. - Transferred calls were reduced from 21% of call volume to less than 10% within a year. - Efficiency Metrics: Aegis consistently met or exceeded Line Adherence metrics of 90% and AHT of 14 minutes. - Performance Metrics: Member Satisfaction Index (MSI) at 81% and Call Quality Index (CQI) at 90%. Aegis consistently met or exceeded both metrics.Managing Experience Case Study | Outsourcing | Technology Industry
  • 4. 4 About Aegis Aegis is a global outsourcing, technology and engineering company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 56 locations across 13 countries with more than 55,000 employees. Aegis services over 300 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company is wholly owned by the Essar Group, a USD 27 billion conglomerate. For more information write to us at info@aegisglobal.com or visit www.aegisglobal.comManaging Experience Case Study | Outsourcing | Technology Industry