About Client
The Client, a leading telecommunications company in Canada that offers a wide range of services including internet, mobile, TV, home phone, and security solutions, has been a long-term partner of Advantage Communications. Initially, the partnership focused on providing comprehensive technical support for the client’s entire product line, ensuring seamless customer service across all services.
As the company introduced new technology and equipment, Client needed:
An innovative Technical Support solution that would improve First-Call Resolution
Enhance Quality Control and elevate talent available for frontline calls
Reduce costs and workload on Tier II staff
Streamline processes as business lines expand and diversify
The Approach
With competitiveness as a primary focus, it’s critical for the client to keep costs low while delivering best-in-class customer service.
Team of “Super Agents” to take on the customer service world!
The ACI Support Desk solution was designed to answer front-line questions and reduce workload for team leads at the contact centre and Client’s internal Tier II department. Previously, Client was finding it difficult to backfill Tier II positions with talented agents as there was no Tier 1 pool in-house to draw from.
Agent confidence
Agent ownership
Agent empathy
Be a hero
With the ACI solution, all positions were filled by multi-skilled “Super Agents” who can answer any call type, on any product, from any line of business Client offers.
This strategy boosted the Net Promoter Score by 6%, bringing it up to 42 points – an enviable indicator of success in telecom customer service.
At the same time, ACI reduced its Tier II staff by two-thirds, bringing it from 28.5 FTE to 10.5 FTE
