Success Stories
Business Issue As the leading global developer and marketer of premium cleaning, sanitizing, pest elimination, maintenance and repair products and services, Ecolab had $4.5 billion in sales in 2005 in the hospitality, foodservice, healthcare and industrial markets. The company has approximately 22,000 employees worldwide, and its global reach extends beyond North America to Latin America, Africa, the Middle East and Europe.
Business Issue With two contact centers containing hundreds of agents taking tens of thousands of calls each week, MidAmerican Energy was no stranger to quality monitoring programs. But while the company had quality monitoring programs in place, MidAmerican wanted to take its program to a new level and go beyond quality monitoring to further drive up quality levels, achieve greater efficiencies, boost customer satisfaction and develop top-notch talent both in and outside of its contact center.
Business Issue Sky's contact centers are under high pressure, operating 24 hours a day and handling up to a million calls each week from customers throughout the UK and Ireland. With a mission to create an employee centric, customer-focused environment, Sky began to look at a wide variety of software and hardware solutions to improve the service offered to customers while boosting operational efficiency.
Business Issue Originally, TicketMaster’s contact centers used a paper-based system to track agent performance and create evaluations. Documents were compiled by hand into Excel spreadsheets for supervisors. What TicketMaster needed was a complete, easy-to-use system for measuring and evaluating agent performance that could manage information from a number of sources and physical locations. After looking at a variety of solutions, TicketMaster´s Wood chose etalk’s agent evaluation application. A browser-based agent quality control solution, etalk’s solution delivers detailed information on the quality and productivity of contact center agents. In addition, it automatically collects productivity statistics from the switch and pairs that information with quality data from agent evaluations to provide a complete view of an agent’s performance.
Business Issue During the past few years, deregulation, the Internet, and consolidation of companies have transformed the utilities industry into a fast-paced and highly competitive market. With new changes taking shape, Entergy realized that it was crucial to expedite processes and invest in new technology that would help them compete more effectively and efficiently, improve customer service and boost profits.
Business Issue Initially, SRP found through a customer satisfaction survey that they did not have enough customer support representatives to meet the high demands of their customers. In fact, callers rated agents' courtesy levels at 57% out of a possible 100%. This outcome was due to the fact that agents often couldn't keep up with the calls in queue.
Business Issue With a mission to "exceed our customers expectations at every moment of truth by combining commitment, technology and superior job knowledge," Aflac began looking at a wide variety of software and hardware options to increase the efficiency of the call center and to provide customers with more options to ensure the best-possible customer service.
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Autonomy Group Customers
