1to1 Magazine Demo

Customer Service Optimization Cricket Communications BRONZE Cricket Communications’ Mantra: Quick Resolution of Customers’ Concerns w ireless service Cricket Communications was finding the usual business problems in its sector: churn, a deficit in customer insight, and an inability to monitor and control contact center performance and costs in real time while keeping an organizational focus. “Operational efficiency was taking away all of the customer care organization’s bandwidth, and very little time was spent on customer strategy,” says Percy Hoffmann, director, call center operations. “With our customer base growing at a 100 percent rate for each of the past three years, we were facing a lot of challenges not just in subscriber growth but also in the growth of the services we offer and the inclusion of new services like broadband. We knew that we needed to make a fundamental change in our road map for care.” The first phase of Cricket’s revamped customer strategy was to create geographically diverse and specialized groups of customer support agents, followed by a more integrated technology platform with features like scalability, remote access and control, unification of customer support components, and other applications, all designed to “take a more customercentric approach,” Hoffmann says. An enterprisewide computer-telephony integration implementation reduced handle time by 6 percent; enhanced routing methodology reduced the number of misdirected calls by 20 percent; and operational expenses declined by 50 percent. In the process, Hoffmann says, “We gained a better understanding of…how we were doing in supporting and resolving [customers’] issues, and raising the bar in our entire approach.” The change has been “pretty amazing,” he says. “It immediately allowed us to understand at a deeper level why customers were calling us and where we were failing in either having to retransfer them or getting them to the wrong place and frustrating them. It’s not just getting them off the phone; it’s contacting us and getting to the right person with the right answer, resolving on the first call ideally. That’s our mantra, if you will.” —KZ We’ll have high-fives all around the office for ony eHarm Congratulations to our partner for winning the Gartner & 1to1 Customer Award in the Customer Service Optimization Category. September/October 2008 29 http://www.1to1media.com/View.aspx?ItemID=30794 http://www.rightnow.com

Table of Contents Feed for the Digital Edition of 1to1 Magazine Demo

1to1 Magazine Demo Contents 1to1media.com Editor's Note Feedback Putting Care in Patients' Hands Loyalty at Work Redefining the Contact Center Agent Introducing Enterprise 2.0 Cigna Dental Drills for Loyal Customers On the Beat 19 Ways to Succeed Miami Heat Schools Its Staff on Sales and Service Marketing Lends a Helping Hand More Than Meets the Eye Customer Service by Committiee Textron's Business Soars by Tracking Customer Loyalty Resources Contact Center Agent as Trusted Advisor Mastering Global CRM Face to Face with Don Peppers and Martha Rogers, Ph.D.

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