| UPC Broadband |
| Insurance Company |
| H3G |
| Cablecom Gmbh |
| Retail Stores |
| Retail banking |
| Cablecom Gmbh |
| Kabel Deutschland |
| France Telecom Group |
Cablecom, a UPC Broadband operation, is the largest cable network operator in Switzerland and provides its customers with services for cable television, broadband Internet access, and mobile and fixed network telephony. As of March 31, 2010, the company had around 1.5 million television customers, of which 397,000 made use of the digital service, 493,000 were Internet customers (hispeed) and 312,000 were telephony customers (digital phone). The company’s own network connects around 1.9 million households and supplies all the larger towns in Switzerland. Cablecom is a national subsidiary of UPC Broadband, the European cable network group of Liberty Global Inc.
The customer care department – as many other telecommunication customer care services – it is always under pressure to provide the best results at lowest cost as possible. In this context cablecom customer care department wanted a system in place to measure:
a) The level of efficiency of its customer care
b) The level of efficiency of third party customer care providers (part of the work is outsourced)
c) The level of satisfaction of the customers after customer care interaction (from customer point of view)
d) An efficient tool to measure the contribution of each agent
CustVox experts identified several opportunities:
1. Implement a system to capture the voice of the customer automatically after each customer care interaction
2. The possibility to allocate the interaction to a specific agent, department, internal or third party customer care team
3. The possibility to create a dashboard with specific KPI
4. The possibility to drill down in the dashboard identify specific teams or agents
Using Customer Feedback Manager (CFM) the CustVox experts have implemented a systems to collect and measure in real time feedback from the customer assosciated with a specific interaction. The feedbacks are collected from different channels in real time 15 minutes after the interaction. The data are shared with the CRM (Amdocs Clarify) and the existing Oracle Business Intelligence platform.
All the KPIs have been then measured in a Norton Kapplan Balance Score Card model assigning specific card to each agent and each team at call center.
The customer care team is today able to drill down from very high level KPIs to specific agent score card results on a daily basis. The knowledge is shared within the organization using an Oracle reporting platform. The Balance Score Cards are used to manage the whole Customer Care organization.
