Enterprise Assessment

   

A leading provider of financial services and insurance for seniors engaged Piercetech to assess their contact center operations, business processes and infrastructure across six locations.

The client chartered Piercetech to create a technology roadmap to address their short and long-term customer service needs.

 

Piercetech delivered a comprehensive plan outlining a strategy to upgrade/consolidate all major customer service technologies. The deliverable study found an assortment of areas and conditions that needed to be addressed both immediately and in the near- to long-term.

Immediate Areas


  • Fraudulent use of long distance
  • Wrongly configured and implemented skills groups and skills-based routing
  • Undetected blockages & delays in the data network                                                  
  • Lack of ACD feature utilization

Near- to Long-Term Areas


  • Inadequate customer-facing technologies                                                  
  • An outdated agent desktop                                                  
  • Underutilization of call routing, reporting and real-time displays                                                  
  • Underutilization of self-service

The Piercetech study included the exact recommendations to correct the above major findings and many other areas smaller areas that needed to be addressed. Individual and cumulative ROI’s were constructed along with a timeline and roadmap for solution implementation. Further, detailed explanations and configuration changes that needed to be made to their existing ACD platforms were included.

The study itself (before any additions of technology or large-scale changes to existing technology) produced an 8 month ROI. That means that the client never even had to implement the longer-term, cost-justified recommendations involving CTI, CRM, agent workstations, multi-site networking & routing and workflow to reap benefits. This is typical of a Piercetech assessment: the assessment itself produces an ROI. In this case it was the toll abuse, network blockages and simple changes to their ACD that generated the study’s ROI.  The cumulative ROI’s for the major additions and changes was 7 months.

This engagement led to the client contracting with Piercetech for the planning and implementation of their single largest expansion to-date: a new line of business requiring outsourcing of inbound and outbound call-handling capabilities requiring hundreds of agents.