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CLIENT: The company is a leading provider of voice, video and data services to residential, business and wholesale clients. Their reputation has been built on world class services and support.
SCOPE: Our client needed a vendor to partner with the company as it evolved its broadband applications and services and geographical reach to meet the demands of its diverse markets. One key area where they need helped was in Order Provisioning Services.
RESULT: Aegis started re-engineering core processes to ensure better performance delivery, greater Quality Assurance and a higher, more responsive level of service. This started with more rigorous training of agents and constant monitoring of their performance. A multitude of legacy complex systems and applications were needed to facilitate the orders. Routed orders were subjected to random checking to assure order compliance, and weekly, full compliance reviews of Appointment/Due Dates and FOC compliance were conducted to meet client requirements. High goals for agent and center quality were made and these were met by Aegis which helped us reinforce the superior foundation of our relationship with our client.
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