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Cable & Wireless- Cisco


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Customer Name: Cable&Wireless Worldwide
Industry: Telecommunications
Location: Worldwide
Company size: 6000 people
• Create customer service center of excellence
• Increase customer and employee satisfaction while reducing costs
• Cisco Unified Contact Center Hosted and IP Telephony
• Call recording from Verint
• Service management system from BMC
• Significantly reduced contact center operating costs
• Reduced abandoned calls to 1 percent
• Increased employee satisfaction by 26 percent

Published in: Business, Technology
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Cable & Wireless- Cisco

  1. 1. Contact Center Transformation Boosts Customer Case StudyService Levels, Slashes CostsCable&Wireless Worldwide enjoys “drinking its own champagne” by moving to the same Cisco hosted platformoffered to customers. Challenge EXECUTIVE SUMMARY Cable&Wireless Worldwide is a world-leading international communications Customer Name: Cable&Wireless Worldwide company, specializing in providing global business-critical network solutions and Industry: Telecommunications services. Customer service is central to its strategy, because it needs to establish Location: Worldwide close relationships with customers to fully understand their business challenges. Company size: 6000 people In 2008, the company decided to re-think its Customer Service Center (CSC) operations, which acted as a fault diagnostic and triage center to resolve customers’ Challenge service issues as quickly as possible. • Create customer service center of excellence However, the CSC’s legacy contact center technology was proving increasingly costly • Increase customer and employee to support. Cable&Wireless Worldwide was looking for new ways of working that could satisfaction while reducing costs reduce costs, improve colleague satisfaction, and boost customer service. Solution “Our biggest challenges were around improving operational efficiency,” says Costi • Cisco Unified Contact Center Hosted Constantinou, head of performance & efficiency. “We wanted clear visibility of what and IP Telephony was happening in real time and enhanced processes in order to get, and deliver, the • Call recording from Verint customer experience we wanted.” • Service management system from BMC Results Solution In 2007, Cable&Wireless Worldwide had become the first service provider in Europe • Significantly reduced contact center operating costs to build a hosted Cisco® Contact Center platform. Its solution, which includes the intelligence and reach of its Cisco network, delivers a multichannel “contact center • Reduced abandoned calls to 1 percent as a service” to its customers. Smoothly integrating a range of options, the platform • Increased employee satisfaction by 26 percent provides a flexible and fully-managed environment that meets most enterprises’ needs without extensive custom engineering.© 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 4
  2. 2. Customer Case Study“Our Cisco platform is It made perfect sense for Cable&Wireless Worldwide to switch its own CSC to the embedded in the network, new platform with the same high-quality solutions that the company’s customers enjoyed and become a center of excellence and best practice. In other words, “drink giving us complete, its own champagne.” end‑to‑end visibility of a call from the moment it enters The transformation program included five work streams: our network, so we can use 1. Increase customer expectations virtual call routing to deliver 2. Improve platform reliability calls in the best way.” 3. Improve operational efficiency 4. Simplify process and systems 5. Increase colleague satisfactionCraig PalmerHead of Contact Center and CollaborationCable&Wireless Worldwide Increase customer expectations Cable&Wireless Worldwide has moved away from using a generic service model as in the previous CSC. “We are now better equipped to make it easy for us to deal with an issue,” says Richard Hunter, business insights manager, “and, in turn, it’s easier for customers to do business with us.” Cable&Wireless Worldwide works with a wide range of customers in various sectors, providing products and services. Colleagues can now build up a real understanding of their customers’ issues, and apply Cable&Wireless Worldwide’s services to their operations. With the contact center’s skills-based routing facilities, teams were formed to serve groups of customers based on their industry sector. Improve Platform Reliability Craig Palmer, head of contact center and collaboration says: “Our Cisco platform is embedded in the network, giving us complete, end-to-end visibility of a call from the moment it enters our network, so we can use virtual call routing to deliver calls in the best way.” Cable&Wireless Worldwide also introduced a consolidated ticket management system to help ensure better tracking and handling of issues passed to service teams or third parties. Improve operational efficiency By moving to a single hosted platform and making more of real-time management information, this work stream took advantage of “one view of the truth” across all CSC operations. The old patchwork of complex and untrustworthy statistics was replaced by a simplified set of Key Performance Indicators (KPIs) focused on fault resolution and quality measures. Better information guided shift reviews, replacing expensive legacy shift patterns with more flexible ones to meet demand. Five call centers were consolidated into three centers of excellence, while introducing call recording from Cisco partner Verint helped improve agent training and the wider business’ understanding of how to better support agents and customers. Simplify process and systems Having one source of management information allowed Cable&Wireless Worldwide to clean and rationalize data, and simplify processes. A single service management system was migrated to Remedy. Better management information also highlights the skills and information colleagues need to better serve different groups of customers . Plus, an on-boarding process for new customers and products helps ensure cohesive integration into the service structure.© 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.. Page 2 of 4
  3. 3. Customer Case Study“We needed to live and Increase colleague satisfaction breathe what we were Three-monthly onsite demonstrations informed employees about the work streams and gave them the opportunity to discuss and feel part of the transformation. doing in the contact center, Significant focus was given to colleague satisfaction and feedback in the company’s because we are customers’ “Your Say” satisfaction index. Cable&Wireless Worldwide set up a reward and first line support and their recognition scheme, along with action groups to tackle not just commercial priorities, window into Cable&Wireless but also issues that staff felt passionate about. Worldwide. Our role is not Results only to serve our customers The entire transformation process has brought dramatic results. every day, but also help Streamlined processes and deeper understanding of customers’ needs mean that the them better manage their CSC can fix issues faster, and in line with customers’ business priorities. own contact operations.” By monitoring services closely, the company can alert customers that issues are being resolved before customers even know a problem exists. The average time to restoreCraig Palmer has dropped by nearly half, while faults repaired within service-level agreementsHead of Contact Center and Collaboration (SLAs) are up 10 percent. In fact, the CSC is on track to exceed its overall targets.Cable&Wireless Worldwide Cable&Wireless Worldwide has dramatically reduced operating costs, with IT-related total cost of ownership down by about 20 percent. This cost reduction is partly due to the Cisco modular systems-based approach, which avoids repeating capital “top ups” to purchase systems upgrades for the legacy system. The centralized platform also reduces complexity and, therefore, maintenance costs. The biggest cost reductions, however, have come from CSC operations, down significantly over two years. Focusing on performance consistency, a standardized approach to operational structures, and consolidating operations onto the hosted platform has eliminated agent isolation. Keeping people informed and engaged in the process has helped them understand the transformations aims. “During this time, we improved our overall people statistics,” says Constantinou. “Both customer and employee satisfaction has improved.” For the 280 agents at the three centers, the working environment has also improved significantly. New desktop phones have improved call quality, and management information (MI) and skills-based routing have created multiskilled teams with better trained agents, able to understand customers’ concerns. Key call management information is displayed in real time, so agents and supervisors can react faster to incoming calls, while colour coding makes identifying hotspots easy. Abandoned calls levels are best-in-class at about just 1 percent, while employee satisfaction is up 26 percent. “We needed to live and breathe what we were doing in the contact center, because we are customers’ first line support and their window into Cable&Wireless Worldwide,” says Constantinou. “Our role is not only to serve them every day, but also help them better manage their own contact center operations.” The whole call center industry has acknowledged the scale and success of Cable&Wireless Worldwide’s CSC’s transformation, with various awards across Best People Practice, Transformation Strategies, Training and Individual Support Team categories in European, national and regional Customer Service & Contact Center Awards 2009 and 2010.© 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.. Page 3 of 4
  4. 4. Customer Case Study Next Steps Cable&Wireless Worldwide and Cisco are working on the next-generation contact center that will use intelligent cloud-based computing to bring new levels of unified communications, collaboration, and multichannel capabilities such as video and social media. The CSC is already considering how these developments will improve its customer contact strategies. A key focus will be to empower agents to be more proactive in resolving issues and to integrate service into customers’ operations, giving them better visibility of what Cable&Wireless Worldwide is doing. For More Information To find out more click here PRODUCT LIST Voice and IP Communications • Cisco Unified Contact Center Hosted • Cisco IP TelephonyAmericas Headquarters Asia Pacific Headquarters Europe HeadquartersCisco Systems, Inc. Cisco Systems (USA) Pte. Ltd. Cisco Systems International BV Amsterdam,San Jose, CA Singapore The NetherlandsCisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Ciscos trademarks can be found Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply apartnership relationship between Cisco and any other company. (1005R)© 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.. Printed in the UK ES/11459/0411 Page 4 of 4