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Customer Service Transformation

Following the acquisition of a national pay television company by a telecommunications giant, integrating over 80 global contact center locations into a unified customer service organization was critical. Fragmented systems, inconsistent processes, and low employee engagement posed significant challenges to delivering seamless, high-quality service.


As Vice President of Customer Care, I led a comprehensive transformation initiative to unify operations, optimize processes, and foster employee development, creating a consistent and exceptional customer experience.


Key Outcomes:


  1. Customer Satisfaction: Increased Net Promoter Score (NPS) by 200% and earned multiple J.D. Power awards for service excellence.

  2. Operational Efficiency: Reduced call volumes by 4 million annually, streamlining operations and cutting costs.

  3. Employee Engagement: Improved satisfaction scores by 50% through targeted development programs and leadership support.

  4. Unified Vision: Achieved seamless integration of 85,000 agents across 80+ global locations under a single operational framework.

This initiative highlighted the power of aligning people, processes, and technology to achieve operational excellence and customer satisfaction while empowering employees and driving business success.

Challenge


Following a national pay television company's acquisition by a telecommunication giant, there was a critical need to integrate over 80 global contact center locations into a unified, high-performing customer service organization. Key challenges included disparate systems, inconsistent processes, and varied employee engagement levels across geographies.



Key Issues


  1. Fragmented systems resulting in inefficiencies and communication barriers.

  2. Inconsistent customer service delivery affecting satisfaction and loyalty.

  3. Limited development opportunities for employees, leading to disengagement.



Solution

As Vice President of Customer Care, I led a comprehensive transformation initiative aimed at unifying operations, streamlining processes, and fostering a culture of excellence.



Key Actions


  1. Systems Integration: Consolidated 85,000 agents across internal and external teams under a single technology stack, ensuring consistency in tools and workflows. Implemented a unified CRM platform to provide agents with a 360-degree customer view.

  2. Process Optimization: Standardized operating procedures across all locations using Lean Six Sigma principles to enhance efficiency and reduce variability. Introduced robust quality assurance frameworks to ensure consistent delivery of exceptional customer experiences.

  3. Customer Service Excellence: Redesigned the service experience to prioritize proactive, personalized interactions. Focused on reducing call volume through self-service enhancements and effective issue resolution.

  4. Employee Development: Launched targeted training programs to equip agents with the skills needed to deliver superior service. Created career progression paths to motivate and retain top talent.



Outcome


  1. Customer Satisfaction: Increased Net Promoter Score (NPS) by 200%, earning multiple J.D. Power awards for customer service excellence.

  2. Operational Efficiency: Reduced annual call volume by 4 million, cutting costs and streamlining operations.

  3. Employee Engagement: Improved employee satisfaction scores by 50% through meaningful development opportunities and leadership support.

  4. Unified Vision: Achieved seamless integration of all contact center operations, ensuring a consistent and high-quality customer experience.



Impact


This transformation solidified both companies' positions as market leaders in customer service. By aligning people, processes, and technology, we not only enhanced operational performance but also fostered a culture of excellence that empowered employees and delighted customers.

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