- Media & Communications
- Digital Transformation
- Business Process Transformation
The telecommunications partner provides installation and repair tech support to its field technicians serving tens of millions of US-based telecommunications and satellite customers supported by in-house contact center voice service agents governed by union labor rules. This prevented the partner from establishing formal processes, procedures, measurable standards, KPIs, tracking, and accountability. As a result, the partner’s overall operating cost, cost per contact (CPC), net promoter score (NPS) and inefficiencies became unmanageable.