EarthLink Success Story: Gaining Insight That Improves a Global Network of Contact Center Operations

EarthLink, an Internet Service Provider, needed to manage quality and compliance across multiple contact centers around the world. It was essential to find ways to cut costs and consolidate customer service operations while still maintaining high quality standards. In addition to pinpointing service breakdowns and other sources of customer frustration, EarthLink required a solution to help them focus on a number of key areas where it saw opportunities for process improvement.

EarthLink selected Nexidia ESI because of its platform independence and its ability to provide service through an OnDemand hosted engagement. This allowed the product to be utilized across several contact center operations worldwide. The company was able to quickly identify inappropriate agent behavior and compliance of requirements to company standards. It vastly improved internal productivity and resource allocation by outsourcing the Quality Assurance Operations. It reduced the use of hold/mute at the agent level and also reduced agent policy violations and processing errors. ESI also identified partners who did not meet EarthLink’s monthly QA minimum expectations.

The Result:
• Savings of $460,000 by outsourcing Quality Assurance Operations
• Identified $125,000 in savings by reducing AHT
• Identified over $60K in recoupable costs due to agent policy violations and processing errors
• Achieved a 10% reduction in monthly Quality expenses

The entire cast study and be read here.

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