Standardization of the internal and external contact centers

Virgin Mobile Chile, a cellular phone operator, was looking for a transition between two contact centers in a fast, effective way that would also be discrete for its customers.

 

The agent profile was standardized, the evaluation criteria were brought on line, and agents were transferred between platforms to encourage a team spirit.

The productivity indices were reached within the first three months of operation, even reaching the levels defined for the quality indicators (FCR and quality evaluation) before the planned deadline.

 

Thanks to the management and operations of Intelcia we have been able to standardize the efficiency and quality indicators of our external contact center with our internal contact center, without our customers noticing any differences. Intelcia has been a great partner in applying best practices.

Vicente Viñuela,

Head of Planning Analysis.

Outstanding results

 

  • Sustained increase in the average productivity of the platform, achieving its best result in July: 10.7 calls handled per hour.
  • Sustained increase in FCR from the first month, reaching a maximum of 79.4%.
  • Improvement in satisfaction, reaching an average of 8.8 out of 10 in NPS.

 

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