Uncovering Opportunity for Improvement

Leads GC Services to Improve Operational Success and Customer Satisfaction

GC Services identified a higher-than-normal call transfer rate for one of our telecommunications clients. As one of several outsourcers handling this work, our client’s requirements mandated that customers with simple rate questions be transferred immediately to the client’s internal customer care service agents for further handling. The high number of transfers and resulting customer dissatisfaction had been a long-standing issue for our client. 

Upon researching the problem, GC Services determined the transfer volume could be significantly reduced if our client simply provided additional training materials and access to pertinent system applications. With client approval, we developed a pilot program to train our agents on how to navigate our client’s system and assist customers with the additional types of rate inquiries. After identifying the common call components, our Organizational Development Department developed a short, supplementary training program.

As a result of implementing the supplementary training for all agents, our client enjoyed an immediate decrease in the number of call transfers, an increase in call quality scores, a significant improvement in our agents’ job satisfaction from being able to adequately assist customers, and a significant increase in customer satisfaction – not to mention improved collection results, as we were no longer transferring right party contacts to address a secondary issue. Our client was so pleased with the pilot program that they rolled out the training to all of their other outsourcing vendors that supported the same call types. GC Services considered this a natural extension of our partnership responsibilities and did not charge our client any additional fees.

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