The client
The client is the largest broadband service provider in the US.

	Increase customer satisfaction levels and relevant service levels
	Manage people issues - training / attrition
	Reduce its operating costs for providing technical support and problem resolution services to end customers (retail and SME's) that were using the client's ISP services
	Reduce the cycle time for new product development and launch

The challenge involved improving upon the performance metrics of the client's customer interaction processes (e.g. decreasing average hold time and increasing customer satisfaction scores)

The solution
The client had apprehensions about driving these highly sensitive "bottom-line-impacting" processes from India. Two factors - our extremely competent and experienced team and our "numero uno" status in the Indian BPO industry were the primary source of assurance to the client that their processes were in the right hands.

Our transition team visited two client sites for a period of two weeks and surveyed the key stakeholders like senior managers, process managers, technology managers and trainers. The team then mapped the current processes and developed adapted offshoreable processes. This involved some sample transaction walkthroughs, process re-engineering and development of process documentation. After a detailed process study, the team also put together an extensive HR plan identifying the skill sets, developing the "ideal" CSR profile, creating job descriptions, sizing the opportunity and the possible ramp up plans in consultation with the client. "Train the trainer" approach was used to transfer knowledge from the client location to our offshore resources. The business and technical connectivity solution for routing calls to our locations was implemented and the adapted processes were started offshore. The processes got stabilized and began delivering the desired results within 2 months of the production phase.

	Wipro Spectramind was able to meet all the desired critical performance measures within the desired time-frame. This provided the client with higher cost benefits due to faster ramp ups without compromising the quality of support.
	The service window for the customers which was earlier of 8-9 hours duration, has expanded to a 24 X 7 operation
	The call volumes have increased with a multiple of 30X from the pilot stage
	Increased customer satisfaction (3% growth in c-sat metrics on a weekly basis)
	Wipro Spectramind demonstrated its ability in voice based technical support to the client. This led to the client's increased trust and today Wipro Spectramind is also doing several other non-technical processes for the client which have a direct impact on the client's bottom-line.