TELECOM CASE STUDY

Overview

  • OCI provided our full suite of services on to over 1,000,000 subscribers for a CDN telco with offerings in:
  • DSL, Home Phone, Long Distance and related services
  • The market demographic for this telco included:
  • 100% no contract consumers'
  • Collections IS Retention in this situation

Details

The Need: The telco was being acquired by an aggressive player and the business plan required immediate outsourcing of ALL call center functions as well as addition of sales functions to immediate scale the business.

The Timing: 60 days from initial discussion to launch in an outsourced environment

The Sizing: OCI secured and hired almost 100% of the customer CSR's and supplemented with new hires to reach approximately 100 production agents

The Benefits: Costs were immediately predictable and offset by OCI also taking on the contact center facilities and associated liabilities. Discounts for scale were introduced and outbound was immediately launched to support the remaining aspects of the business case. Additional discipline and controls were added by OCI to enable scaling of the organization and new reporting and feedback loops were established to ensure the customer knew their direct impact on driving volume and customer satisfactions which then aided in ongoing forecasting.

The Result: The client met their bank covenants and grew progressively and month over month for a consecutive 24 months from launch.