Case Study / Telecom
SYKES delivering highest chat
concurrency rate of all vendors
BACKGROUND
BENEFITS
The client is the second largest provider of mobile services and the largest provider
of fixed telephone in the United States, and also provides fixed broadband
subscriptions, digital TV and entertainment services. The wireline segment includes
business, consumer and customer information services. Wireline fiber consumer
product suite with annualized total revenue of $15 billion. Generated by 6.1 million
digital TV customers, 4.7 million voice connections and 12.1 million high speed
internet customers. Fiber network services is available to more than 30 million living
units in 22 states. In 2013 the client are the fastest growing digital-TV provider in
the United States.
Reduced cost per resolution
by resolving more issues with
less number of agents.
SYKES began supporting the client’s English and Spanish-speaking broadband
customers from domestic customer contact centers in January 2001. SYKES now
provides digital care support to their growing customer base from service locations
in Asia. The Support Services include:
•
•
•
•
Online chat customer support for the wireline fiber consumer product suite
Ongoing broadband and digital TV chat technical support
Troubleshooting service issues and providing product information
Initiating changes to features and services
CHALLENGE
Faced with the exponential growth in consumer services provided to their wireline
fiber business, the client required an online chat support solution that can scale and
at the same time be cost-efficient.
To create scale with cost efficiency, concurrent chat was a viable option.
Concurrent chat increases the average number of chats an agent can handle
simultaneously. Considerations included creating workflows that distinguished
between complex technical support issues, such as remote control functions or no
service and simple, repetitive transactional support issues, such as password
resets.
Due to the growth in consumer chat request volume, the challenge was to
implement concurrent chat without creating a negative impact on agent
performance, program outcomes or customer satisfaction. An additional challenge
was to facilitate the training without the ability to take tenured agents out of the
queue for retraining all at once. The training for tenured agents would need to be
completed in a rotation, while concurrent chat curriculum was incorporated into new
agent training. Contact center executives were also challenged to balance
production metrics with NPS / CSAT scores during and after this transition.
Providing scalable and costefficient digital care solution
Gained expertise from a
strategic partner through the
successful design and
implementation of new chat
concurrency models and
initiatives.
SYKES Insight Analytics team
supports process
improvement with customer
analytics and insights.
CHAT EXPERIENCE
SYKES has more than 1,000
FTEs dedicated to chat as a
communication channel
across a number of client
programs, covering sales,
customer service and
technical support programs.
These programs range in
complexity from answering
simple inquiries to assistance
with buying decisions. In
addition, we manage both
reactive and proactive chat
programs, utilizing both clickto-chat and highly targeted
outreach campaigns.
SYKES delivering highest chat
concurrency rate of all vendors
CLIENT’S GOAL
RESULTS
During 2014 the client requested that Sykes increase concurrency for the online chat
technical support program by 20-30% while continuing to deliver on customer service
metrics during and after the transition.
The online chat support
program has increased the
concurrency rate by 30%.
SYKES offered a unique
digital care solution, and
implemented multiple
operational improvements,
delivering the highest
concurrency rate of all chat
support suppliers.
APPROACH
At the time, the client only allowed concurrent chat to be conducted by highly
proficient and tenured agents with a minimum of 90 days live chat experience.
Increasing concurrency by 20-30% would require that newly hired agents join
production with concurrent chat on day one.
SYKES designed a new chat program approach and training curriculum to take full
advantage of the digital support attributes provided by concurrent chat tools. We
worked collaboratively with the client to produce digital simulations based on call
drivers, including email, SMS text, voicemail, and others that enabled agents to take
advantage of self-learning, as well as classroom and mentor role playing scenarios.
Enhancing agents’ multi-task capabilities was facilitated by using existing tools and
processes in a more intelligent way. The program replaced existing computer screens
with 32” screens to allow agents to run Chat and Web as parallel applications.
Operations also modified the team floor seating arrangement from the single seat
cubicles to big multi-tenant round tables. With no voice limitations, 8 to 10 agents can
now verbally collaborate to improve proficiency in real time. Team training and
coaching styles were adapted accordingly.
SYKES adapted the client standard training to accommodate the concurrency
recruitment for new hires and less proficient tenured agents.
-
SYKES designed and added new concurrent chat training day for new hires.
Using mix of classroom, online training and live chat support observations.
-
Dual chat team simulation training methodology, including exercises with the
Quality Assurance (QA) team using a mix of top chat drivers.
-
Developed new “Secrets to Multi-tasking” training module targeting cognitive
problem solving and decision making.
-
Implemented tablets for walk-around coaching and QA enabled by real-time data
SYKES concurrent chat training program demonstrated innovation and success for
the client. The full day training curriculum and methodology became best practice and
is now the blueprint used as standard training with each of the client’s other chat
support suppliers.
SYKES solution resulted in all
agent profiles becoming more
proficient with increased
concurrency capabilities.
Increased agent proficiency
resulted in the lowest
calculated average chat time
(ACL) of all vendors.
The client has achieved its
goal by using the new chat
blueprint and training
program. The new training is
seen as best practice by the
client and has been
implemented with all other
chat support vendors.
SYKES operations
consistently rank at the top
the Client’s vendors for
performance.