The Client

The clients are two of the world’s largest broadband internet service

providers, each offering a portfolio of premium and niche content sites,

world-class tools, and platforms. Both clients’ end customers are

consumers as well as businesses in the United States and Canada.

OVERVIEW

Industry: Technology

Geographies: North America

Services:

- Multilingual Technical Support

- Contribution to the client’s online knowledge

base

Results:

- Improved customer satisfaction from 77% to

81%

- Consistently met or exceeded Line Adherence

metrics of 90% and AHT of 14 minutes

- Customers who indicated they were “very

satisfied” increased from 40% to more than 75%

Managing Experience

Enhanced End User Experience of BroadbandInternet Service Providers

Case Study | Outsourcing | Technology Industry

Business Challenge- Broadband network downtime is costly for both the service providers

and the end customers, often reaching to thousands of dollars per

hour. Both clients needed to quickly determine causes of outages and

minimize the downtime.

- The clients were rapidly growing their respective customer bases while

struggling to meet customer satisfaction and retention goals.

- Faced with steadily rising costs of customer care, the clients sought an

outsourcing partner with deep expertise in broadband technical

support to help them provide a high level of customer satisfaction

without hampering the experience.

Solutions Delivered by AegisAegis began these engagements with 100 total FTEs, and has currently

assigned up to 600 professionals to the large broadband internet service

providers.

- Aegis agents heavily contributed to the client’s online knowledge base

with information relevant to technical support concerns.The users of

this knowledge base included all Aegis agents as well as the client’s

internal technical support teams.

- Aegis provided input on development of customer-facing training

modules. Aegis agents also cascaded customer feedback pertaining

to product development and services to the client.

Services Provided by AegisThe clients selected Aegis to provide 24/7 Tier-1 and Tier-2 broadband

technical support functions to their end customers, which included

support in English and French. Many of the Aegis technical support

agents began as installation technicians and over time moved up to

solving more complex issues, while Aegis also recruited professionals

with experience in Cisco networking devices. Our technical support

included:

- Assisting customers in setting up and troubleshooting broadband

connections. If an agent determined that the issue was caused by the

client’s equipment at the customer premises, the agent would initiate

sending replacement modems to the customer.

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Managing Experience Case Study | Outsourcing | Technology Industry

- Technical support related to web mail, passwords, web hosting, and

browser functionality.

- Troubleshooting software related issues, including helping customers to

install and uninstall broadband software.

- Aegis formed a dedicated team to serve the clients’ French Canadian

customers. The team provides Tier-2 support and also proactively

offers a call back option.

Key Results and Benefits- Aegis technical support professionals contributed 3 to 5 resolutions per

week into the client’s knowledge base. These contributions helped the

agents enhance customer experience via increasing First Call

Resolutions (FCR). In the first year of the engagement, customer

satisfaction (based on email surveys) improved from 77% to 81%.

Customers who indicated they were “very satisfied” increased from

40% to more than 75%.

- Transferred calls were reduced from 21% of call volume to less than

10% within a year.

- Efficiency Metrics: Aegis consistently met or exceeded Line Adherence

metrics of 90% and AHT of 14 minutes.

- Performance Metrics: Member Satisfaction Index (MSI) at 81% and Call

Quality Index (CQI) at 90%. Aegis consistently met or exceeded both

metrics.

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Managing Experience Case Study | Outsourcing | Technology Industry

About AegisAegis is a global outsourcing, technology and engineering company

committed to impacting clients’ business outcomes by focusing on

enhancing customer experience across all touch points and channels.

Aegis was founded 30 years ago in the US and now has operations in 56

locations across 13 countries with more than 55,000 employees. Aegis

services over 300 clients from verticals such as Banking and Financial

Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality,

Consumer Goods, Retail, and Energy & Utilities. The company is wholly

owned by the Essar Group, a USD 27 billion conglomerate.

For more information write to us at info@aegisglobal.com or

visit www.aegisglobal.com

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Managing Experience Case Study | Outsourcing | Technology Industry