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Investors | Careers | Contact Us
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| Client Line of Business: |
Sprint PCS |
| Market: |
USA |
| Industry: |
Utilities - Teleperformance Sector |
| Applications: |
Inbound (Customer care) |
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Sprint PCS, leader in the wireless telecom industry in USA, required a world class contact center to perform customer service for the Spanish speaking market. Teleperformance Mexico committed to provide world class service and was to assure all goals were met on a monthly basis.
In spite of the fact that an aggressive ramp-up plan would make it harder to reach the goals set, Sprint PCS’ capacity needs required Teleperformance to plan an aggressive ramp-up. With this challenge and with the main objective to provide Sprint PCS with World Class Customer Service, Teleperformance achieved success by:
Recruiting and training top of the line CSRs Expanding Telepeformance’s staff in more than 200% Maintain and improve service levels Provide a capable and sufficient human resource for Sprint’s increasing requirements
Increase Customer Satisfaction by providing an excellent customer care solution. First call Resolution one single call for all matters Raise customer “life time value” by an effective and efficient up-sale strategy Increase Combined Revenues
Provide an internal Quality Team to support customer satisfaction goal. Best cost-benefit solution Continuous education for all teams Better Agent to Supervisor ratio Supervisors-Managers constant training
Service Level Goals
Abandon less calls. Better Service Level by reducing Average Speed of Answer (ASA) and Average Handle Time (AHT) Increment “First Call Resolution” Increment Customer Satisfaction results Selling more strategic products (the ones that generate more income) Lower the “Credit per contact” ratio
Back-end integration
Full system integration with Sprint PCS intranet used to gather information for billing, customer history, trouble tickets opening/tracking, New Contracts, Contingencies, etc. Promote the use of Sprint PCS “Wizard” tool to provide a better and faster solution to customer’s requirements.
Human Resources
Perform continuous education for new services Recruited and trained more than 600 CSRs in six months Constant recruitment to provide sufficient human resource Constant Trainers updating for new products and/or strategies
Sprint PCS launched operations in Teleperformance in June 4th 2001 with a total of 88 inbound Phone Activation Specialists after fours weeks of training. By the end of 2001 Teleperformance had over 550 CSRs with four additional lines of business (LOBs) Teleperformance had committed with Sprint PCS to reach AHT and quality targets by January 2002. In February of 2002 Sprint PCS recognized Teleperformance with the “Star Award” for being a high standard contact center meeting all goals set at an enterprise level The first surveys placed Teleperformance at the top of the ranking list in this arena, becoming #1 in all Customer Solution areas among vendor competitors and Sprint’s internal call centers By early 2003, Teleperformance had 750 CSRs and several LOBs when it was awarded Vendor of the Year 2002 During 2003, Sprint PCS requirements changed when it asked all centers and vendors to cross-sell through customer services calls During 2003, was awarded The Most Improved Vendor in sales filling the #1 spot in the rank. In addition, it reached the highest customer satisfaction results for the 2003 and 2004 MTD results also show Teleperformance at the top Teleperformance has been proudly recognized by the Sprint PCS organization for team's performance and overall focus to achieve and exceed goals, plus this team was also the first to achieve 95+ in all lines of business managed. Key Performance Indicators have been met consistently. Thus, Teleperformance has been successful at proving a World Class Service, while growing aggressively and adjusting to Client needs. In summary Teleperformance Mexico have reached since 2001 - 2006, "The Vendor of the Year" Award.
-Andy Noyes, then Director-Call Center Operations
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