Time Warner - Quality Tracking | Switchbox, Inc.

Case Study

Time Warner - Quality Tracking

Services Provided

  • Dashboard
  • Business Intelligence
  • Corporate Innovation
  • Big Data
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 Problem

With so many vendors operating in different geographical areas, and with customer service being incredibly difficult to track, coach, and manage, Time Warner was finding it difficult to provide one consistent level of customer service. The company who was running lead on the project, Weber and Associates, had completed a very detailed UI analysis of the call tracking process but needed help in determining the best way to gather, store and analyze the data from the variety of call centers. Switchbox was brought in to develop the core web and database tracking system that all customer service centers would use to provide consistent feedback to the customer service representatives (CSRs).

The Solution

A custom web solution was created around the UI/UX that had been built and our team provided feedback on changes needed to work with a data model that would support the reporting and performance that was needed for this volume of data. CSRs and their managers could log calls, listen to recordings of the calls, and a peer group could rate all calls anonymously. The aggregate data was used as a statistically relevant “peer performance review” that also provided training to those who were reviewing the calls. Reports were created to point out problems with individual locations or employees so appropriate action could be taken by management.  A simple management dashboard merged thousands of individual reports into a simple, easy to read report.

The Results

A custom web solution was created around the UI/UX that had been built by Weber and Associates and our team provided feedback on changes needed to work with a data model that would support the reporting and performance that was needed for this volume of data. CSRs and their managers could log calls, listen to recordings of the calls, and a peer group could rate all calls anonymously. The aggregate data was used as a statistically relevant “peer performance review” that also provided training to those who were reviewing the calls. Reports were created to point out problems with individual locations or employees so appropriate action could be taken by management.
57
Call Centers
28,000
Calls Tracked Per Year
3,000+
Users
19
States Reporting