Arise Case Studies

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Ireland's leading mobile communications operator

  HIGH VALUE – HIGH COMPLEXITY  Ireland’s leading mobile communications operator Nature of Work : Contact Centre Support Services – Enterprise Support (Business) Details of Services Provided: Provision of Customer Care and Technical support services for client’s business Fixed Line Broadband Enterprise customers. Services delivered include: Enterprise (SME) Inbound Care, Enterprise Outbound Care, Enterprise Technical Support, Social Media Support and Sales thru service.

Analytics delivers propensity to call reduction & improves Customer experience

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SERVICES DELIVERED

  • Collation of stakeholder requirements.
  • Established clear improvement targets for the customer contact process
  • Research to assemble all relevant data sets from across the business and the industry (Satmatrix UK consumer Study 2015)
  • Design and build a data relationship model and document relevant cause & effect outcomes
  • Identify, prioritise and recommend process improvement actions
  • Use new data relationship model to validate outcomes of process improvement actions

VALUE ADD

  • Improved customer satisfaction to achieve 2nd place in the market from 4th place year on year
  • Reduction in propensity to call facilitated the customer base to increase by 5% without increasing total calls to support
  • Analytics program provided cause & effect knowledge to the business when designing performance linked recognition programs & monitoring their effectiveness

ACHIEVEMENTS

  • Propensity to call reduced by 24% year on year
  • 33% NPS and increase of 31% year on year
  • 34% increase in number of agents achieving greater than 85% customer satisfaction to 71% of agents
  HIGH VALUE – HIGH COMPLEXITY Nature of Work : Customer Contact Management Services Arise provides customer support to all natural gas and electricity customers that have a query or complaint relating to the service they are receiving from their utility provider.

Energy Regulation

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Risk Reduction, Revenue & Brand Protection

  RISK REDUCTION  Details of Services Provided:  Developed detailed process flows & review instructions for specific risk groups Complete risk review activities to identify and action:
  • Specific adjustments to service order inventories
  • Customer accounts which require financial adjustments
  • Opportunities to improve business rules & processes through post review workshops
Ongoing monitoring identifies new/emerging trends to catch/resolve issues early
  VALUE ADD Regulatory – Elimination of the risk of sanction by industry regulatory authority through the regularisation of customer account issues Customer Billing – Identification of reasons for billing errors enabled restitution & prevented future occurrences Management Information – Clear documentation for financial & regulatory reporting & process improvement Brand Protection – Quick resolution of issues & prevention of repeat occurrences.   ACHIEVEMENTS Saved the Client 750,000 Euros in Wholesale Line Rental to Retail Sales Mismatch reduced by 88% Process mapped and/or developed work instructions for 18 different risk groupings Recommended changes to 4 different process flows.

MEDIUM VOLUME / MEDIUM COMPLEXITY Nature of Work : Consumer Technical Support Services Details of Services Provided: Provision of Technical and Customer Care support for the client’s european customer base. Services delivered include
  • 1st & 2nd level technical support
  • Customer care
  • European and US Email Support
  • Retail Product training.
 

Surveillance and Monitoring Technology Company

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