Telecommunications

CLIENT: Founded in 1973, our client is a leading telecommunications and entertainment company. Its services include high-speed internet access, digital cable television, advanced digital telephone services, world-renowned entertainment venues and national television program networks.

SCOPE: With over three million households depending on our client for their connectivity needs, the company needed to develop a system through which they could handle high volumes of inbound calls – both vendor and internal, for all their north-eastern US markets.

RESULT: As their sole vendor of choice, Aegis suggested and introduced a `Super grouping of agents’ concept which could handle all 5 of the client's north-eastern US markets at once and provide a unique routing solution for internal and vendor site call volume. This optimized the transfer rate to the lowest possible. Since the program was so successful in addressing the client’s needs, it grew from one centre with 100 FTE to 4 centers staffing 600+ FTE's and supporting five different markets within three months