Case Study 1

• Client was a entrant provider trying to establish themselves as a viable player in the market.
• Customer Care^SM and Fulfillment^SM were in the very low 80 percentile. Agent Work Time was in the 30's.
• Paisley performed an Optimization study, provided recommendations and assistance in closing the the gaps and start implemented a monthly Quality Program.
• Client used Paisley results for root cause analysis to improve database, agent adherence to call center practices and improved information system navigation.
• Paisley's monthly Quality Program measured improvements of 12% in Customer Care^SM, a 8% improvement in Customer Fulfillment^SM and a decrease of 20% in agent Work Time.
• Conclusion: The Monthly Quality Program provide the root cause data to improve overall Customer Satisfaction, which resulted in higher revenues and decreased operational costs driven by operational efficiency.

Case Study 2

• Client is a large RBOC with a very aggressive marketing program for their wholesale business.
• Agent Work Time was within an acceptable range, however their Customer Care^SM was in the low 70% resulting in very dissatisfied customers.
• Their information systems are accurate and navigation is sufficient. Due to poor agent adherence to call center practices, overall Customer FulfillmentSM was very low. In addition agents had no personality to create "eye contact" and poor word selection during the call.
• Paisley was engaged to perform semi-annual On-Site Hybrid Audit with Customer Satisfaction Survey's. 
• Paisley provided root cause data and recommendations to incorporate "Pay by Performance" compensation for agents, vocal delivery coaching and word selection. Monthly Remote Audits provide performance data to support quarterly bonus obtainment.
• The subsequent audits and survey's produced greatly improved Customer Satisfaction Survey's scores of 83.3% (A&B) and overall Customer CareSM increased 20%.

New Case Studies to Come