Case Studies

Time Warner

About Time Warner

Time Warner Cable has multiple call centers around the nation to handle a variety of customer service needs. The team is tasked with handling all calls that come in for billing, technical support, new sales and accounts and a variety of other key customer touch points. They accomplish this through a variety of partnerships with various vendors and types of call centers.

The Challenge: Lack of Sync Hindered Coaching and Quality

Time Warner faced challenges in maintaining consistent customer service across numerous vendors in diverse locations due to difficulties in tracking, coaching, and managing customer interactions. Weber and Associates, the lead on a project to address this, had conducted an in-depth user interface analysis of the call tracking process. However, they required assistance in establishing the optimal methods for collecting, storing, and analyzing data from the various call centers. Consequently, Switchbox was engaged to develop a central web and database tracking system. This system aimed to standardize feedback provided to customer service representatives (CSRs) across all service centers.

The Solution: A Central System to Standardize Performance Data

A custom web solution was developed based on the established UI/UX design. Our team provided input on necessary modifications to ensure compatibility with a data model capable of handling the reporting and performance requirements for the high data volume. Customer Service Representatives (CSRs) and their managers could log calls and listen to their recordings. Additionally, a peer group could anonymously evaluate all calls. This aggregated data served as a statistically significant “peer performance review,” also providing training for the reviewers. Reports were generated to highlight issues at specific locations or with individual employees, enabling managers to take appropriate action. A user-friendly management dashboard consolidated thousands of individual reports into a clear and concise overview.

The Outcome: Data-Driven Reports Improved CSR Accountability

A bespoke web application was developed utilizing the user interface and user experience design from Weber and Associates. Our team collaborated by offering input on necessary modifications to ensure compatibility with a data model capable of handling the required data volume for reporting and performance metrics. Customer service representatives and their managers could record calls, access call recordings, and participate in an anonymous peer evaluation system. The collective data formed a statistically significant “peer performance review,” which also served as a training tool for call reviewers. Reports were generated to highlight issues at specific locations or with individual employees, enabling management to implement appropriate corrective measures.

The Technology & Services That Went Into Creating Time Warner

Dashboard

Business Intelligence

Corporate Innovation

Big Data