Case Study

Cut operating costs with transformational tech support services.

Top three, end-to-end telecommunications, satellite, media, and entertainment service provider.

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Media, Communications & Entertainment
Business Process Transformation

The Problem

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.

The Sutherland Transformation

Through its “smart model” transformation, Sutherland developed process mapping to provide a clearer understanding of various processes in existence, and previously under-developed methods and procedures, designed more efficient calls flows, streamlined system navigation and perfected scripting verbiage. This enabled global agents to become more efficient, reducing tech contacts and average call and chat handle time. Starting with 50 voice agents, Sutherland now also supports satellite, video, voice and broadband techs via live agent and SmartChat 15 hours per day, seven days per week, 365 days per year through 900 agents in five centers, on three continents, and four time zones. As a result, Sutherland decreased billable minutes by 2.5 million per year equating to $3M in savings for the partner.

By leveraging global learnings, expertise in policy, processes, and procedures migrating sensitive queues, the partner is able to save $3M and meet/exceed KPIs.

The Results


  • Saved our partner > $3M in a 1-year period
  • Consistently decreased per/year contacts by >5K
  • Consistently decreased billable minutes by >2.5M
  • Awarded 100% inbound volume for field service voice and chat, resulting in a yearly contact reduction of $3M


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