" THE RESULTS HAVE BEEN NOTHING SHORT OF A SUCCESS STORY. DESPITE CONTINUED SUBSCRIBER GROWTH, WE HAVE SUCCESSFULLY REDUCED OVERALL CONTACT VOLUME WHILE SIMULTANEOUSLY IMPROVING OPERATIONAL EFFICIENCY."
FEATURE
YOU MENTIONED RETAIL AND FIELD SERVICE. DID YOU HAVE ANY CHALLENGES CONNECTING THEM WITH THE CONTACT CENTER: ENSURING SEAMLESS EXPERIENCES? AND IF SO, HOW WERE THESE SPECIFIC ISSUES OVERCOME AND STREAMLINED?
A: In October 2023, retail and customer service teams were aligned under one manager. I think this decision has made us more agile. The two departments have several overlapping tasks, so it was best to ensure we are all doing things the same way, receiving the same message, the same training etc.
Here’ s one of the core issues: our customer service and retail departments had no real understanding of what our field services team did.
To overcome that challenge, we arranged to have each member of Retail and Customer Service go into the field to see an install from beginning to end. This enabled them to understand what the customer should expect and gave them the confidence to better speak about our products.
WHAT WERE THE OUTCOMES OF YOUR CHANGES / IMPROVEMENTS AND HOW DID THESE ALIGN WITH YOUR GOALS AND OBJECTIVES?
A: The results have been nothing short of a success story. Despite continued subscriber growth, we have successfully reduced overall contact volume while simultaneously improving operational efficiency.
By automating manual processes and expanding self-service capabilities, we have enabled customers to complete many routine transactions without requiring assistance from an agent.
Key outcomes include:
• Significant reduction in manual processes.
• Increased customer adoption of self-service capabilities.
• Reduced contact volume despite subscriber growth.
• Improved visibility into and enhanced CX.
• Better tools for frontline employees.
• Greater operational efficiency.
• Truck rolls reduction.
Most importantly, these improvements have caused Home Telecom to continue growing while maintaining the high level of service our customers expect and deserve.
WHAT ARE THE NEXT STEPS FOR HOME TELECOM?
A: Our focus remains on continued growth and continuous improvement. We will continue expanding our fiber network, enhancing digital experiences, increasing customer self-service capabilities, and identifying opportunities to further simplify interactions for both customers and employees.
As customer expectations evolve, we remain committed to investing in technologies and processes that support our mission while maintaining the personalized service that has defined Home Telecom for more than 120 years.
WHAT ARE YOUR RECOMMENDATIONS FOR ORGANIZATIONS AND CONTACT CENTERS FACING SIMILAR CHALLENGES?
A: My recommendation is to begin with a clear understanding of your CX goals and work backwards from there.
Technology alone does not solve business challenges. Success comes from aligning people, processes, and technology around a common objective.
" THE RESULTS HAVE BEEN NOTHING SHORT OF A SUCCESS STORY. DESPITE CONTINUED SUBSCRIBER GROWTH, WE HAVE SUCCESSFULLY REDUCED OVERALL CONTACT VOLUME WHILE SIMULTANEOUSLY IMPROVING OPERATIONAL EFFICIENCY."
I would recommend organizations:
• Focus on CX first.
• Invest adequate time in planning and configuration.
• Communicate frequently throughout the project.
• Involve frontline employees early.
• Develop internal champions and subject matter experts.
• Expect adjustments after go-live.
• View implementation as a journey rather than a one-time event.
Most importantly, remember that technology should support your employees and customers, not complicate their experience.
The organizations that achieve the greatest success are those that embrace change while maintaining a relentless focus on serving their customers.
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.
10 CONTACT CENTER PIPELINE