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Case Study - Process transformation for field services

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Cut operating costs with transformational tech support services.

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Case Study - Process transformation for field services

  1. 1. REDUCING OPERATING COSTS with transformational tech support services. CASE STUDY Case-1005
  2. 2. End-to-end telecommunications, entertainment, and broadband service provider ABOUT THE CLIENT TOP 3 PROVIDER IN THE US Serving 20+ MILLION CUSTOMERS Case-1005 © 2017, Sutherland Global, Inc. All rights reserved.
  3. 3. THE CLIENT CHALLENGE Our client provides installation and repair tech support to field technicians via in-house contact center voice service agents who are governed by labor rules. Unable to standardize PROCESSES, KPIs, TRACKING & ACCOUNTABILITY UNMANAGEABLE INEFFICIENCIES led to issues with operating costs, cost per contact, and Net Promoter Score Case-1005 © 2017, Sutherland Global, Inc. All rights reserved.
  4. 4. The Sutherland Transformation Enabled agents to be more efficient Process mapping and call flow evaluation Streamlined system navigation Case-1005 © 2017, Sutherland Global, Inc. All rights reserved.
  5. 5. PARTNERSHIP RESULTS SUTHERLAND + END-TO-END TELECOMMUNICATIONS SERVICE PROVIDER SAVINGS SEEN OVER A ONE-YEAR PERIOD REDUCTION IN PER/YEAR CONTACTS INBOUND FIELD SERVICE VOICE & CHAT SUPPORT AWARDED TO SUTHERLAND >$3M 5,000 100% Case-1005 © 2017, Sutherland Global, Inc. All rights reserved.

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