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gem Customer Experience Breakfast Seminar - Clearwire


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gem Customer Experience Breakfast Seminar - Clearwire

  1. 1. Clearwire & gem
  2. 2. Overview <ul><li>Clearwire Overview </li></ul><ul><li>Clearwire Decision to outsource </li></ul><ul><li>Why gem? </li></ul><ul><li>gem Overview </li></ul><ul><li>Clearwire in gem </li></ul><ul><li>gem Solutions </li></ul><ul><li>gem Clearwire Partnership </li></ul><ul><li>What next? </li></ul>
  3. 3. <ul><li>Wireless Internet Service Provider </li></ul><ul><li>Markets in Unites States, Ireland, Belgium, Spain, Poland, Germany and Romania </li></ul><ul><li>May 2008 – Merger with Sprint Nextel’s </li></ul><ul><ul><li>Investment from Comcast, Time Warner, Intel, Google, Bright House, Clearwire and Sprint </li></ul></ul><ul><ul><li>Focus - WiMax </li></ul></ul>Overview of Clearwire
  4. 4. <ul><li>In Europe </li></ul><ul><ul><li>Ireland, Belgium, Poland, Germany, Romania, Spain (Sevilla) – Non Line of Sight (NLOS) Expedience Network using Motorola Expedience System </li></ul></ul><ul><ul><li>Spain (Madrid) – 4G WiMax Wireless </li></ul></ul><ul><ul><li>Spain (Sevilla) – conversion to WiMax in June 2010 </li></ul></ul><ul><ul><li>Belgium – conversion to WiMax in Q4 2010 </li></ul></ul>Overview of Clearwire
  5. 5. <ul><li>WiMax </li></ul><ul><ul><li>Worldwide Interoperability for Microwave Access </li></ul></ul><ul><ul><li>Provides Wireless transmission of data </li></ul></ul><ul><ul><li>Up to 10Mbs broadband without cables </li></ul></ul><ul><ul><li>Based on IEEE 802.16 standard </li></ul></ul><ul><ul><li>Like Next generation WiFi </li></ul></ul><ul><ul><ul><li>Further Distances </li></ul></ul></ul><ul><ul><ul><li>Greater types of access </li></ul></ul></ul>Overview of Clearwire
  6. 6. <ul><li>Clearwire in 2008 </li></ul><ul><ul><li>25K subscribers in Ireland </li></ul></ul><ul><ul><li>15K subscribers in Belgium </li></ul></ul><ul><ul><li>Approximately 40 agents in Each country across multiple departments </li></ul></ul><ul><li>Review of Customer Care undertaken </li></ul><ul><ul><li>Decision to centralise and enhance skill sets </li></ul></ul><ul><li>Outsourcing as the preferred option </li></ul>Why Outsource?
  7. 7. <ul><li>Review of Outsourcing companies undertaken </li></ul><ul><li>Considerations </li></ul><ul><ul><li>Size of Organisation </li></ul></ul><ul><ul><li>Experience </li></ul></ul><ul><ul><li>Level of service / Team </li></ul></ul><ul><ul><li>Location / Program Management </li></ul></ul><ul><ul><li>Calibre of Employees </li></ul></ul><ul><ul><li>Language variety (Native Speakers) </li></ul></ul><ul><li>gem ticked all the boxes </li></ul>Why gem?
  8. 8. Clearwire & gem
  9. 9. Our Clients
  10. 10. 24 Languages Supported Cantonese Czech Danish Dutch English Finnish Flemish French German Hungarian Italian Japanese Korean Mandarin Norwegian Polish Portuguese EU Portuguese LTAM Russian Spanish EU Spanish LTAM Swedish Swiss German Turkish
  11. 11. gem Services
  12. 12. gem Clearwire Timeline Consultation Training Relocation Recruitment Apr 2008 Go-Live Customer Care IE & BE Jun-Jul 2008 Sept - Oct 2008 Feb – Mar 2009 Back Office & Process Review Review of Refund & Payment Queries Outbound & Payment Reminder Campaigns Go-Live Account Services, Logistics & Fulfilment
  13. 13. gem Clearwire Partnership Business Challenges Reduce cost per customer Enhance the Customer Experience Contact Reduction by 5% in Year 1
  14. 14. gem Solutions
  15. 15. gem Solutions
  16. 16. gem Solutions
  17. 17. <ul><li>Transparency </li></ul><ul><li>(Reporting Portal/NICE Access) </li></ul><ul><li>Virtual Team </li></ul><ul><li>Client Score Cards </li></ul><ul><li>(Quarterly) </li></ul><ul><li>Escalation Paths </li></ul><ul><li>(Sponsor and Director Roles) </li></ul>gem Clearwire Partnership “ We have made Clearwire’s business our business.”
  18. 18. What next? Business Improvement Live Chat Social Media Monitoring Customer Experience
  19. 19.