Working with Call Centers ...

A US leader in delivering broadband and other communication innovations to wireline and wireless customers, serving 53 million customers nationwide with an employee base of 250,000 employees. The company operates one of the most expansive wholly-owned global IP networks and is one of the nation’s premier wireline networks, serving mass market and wholesale customers.

The Need

A new Trouble Resolution Workstation System was deployed to multiple business centers that support the provisioning and maintenance of Residential and Small Business products. Transitional, detail, process support and process knowledge was needed and a performance support and online approach to support and learning was required.

The Result

Using Assistware® the learning curve to meet service level objectives was reduced by 50% and software-training time was reduced by 40%. This is a significant reduction in classroom time. Some of the software training time saved was used to spend more classroom time on customer-focused issues. In addition quantitative key findings showed that the average number of calls handled increased by 22.2%, the average length of call decreased by 15.2%, service level improved by 10.2% and the number of abandoned calls reduced by 23.8%.

Qualitative findings included significant agreement among users and supervisors that the Performance Support approach delivered accurate information, reduced coaching interruptions, and supported performance on the job.