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Case Studies

 
 
Utility Company Partners with ePLDT Ventus
INDUSTRY:  Government and Utilities

THE COMPANY:  Philippines leading Public Utility Company providing water for 6.2 million customers.
BUSINESS CHALLENGE:

This Utility Company was looking for a partner in a business transformation of their customer care operations. The Client sought to reduce customer costs while maintaining a high degree of customer satisfaction, focusing on the three specific cost reduction efforts:
Average Handle Time
Call Volume Routed to Live Agents
Agent Resources
 
SOLUTION:
Dealing with the right customer management partner can make a world of difference in the utility industry. ePLDT Ventus’ parent company PLDT, being a utility company itself, has extended and shared its best practices with our clients in the same industry over the years. Ventus understands the importance of managing services that maximizes customer accessibility and satisfaction, and delivers solutions that do just that.
ePLDT Ventus applied its comprehensive methodology to identify specific improvements to quantify the client’s business challenges and produce actionable recommendations. The Ventus Service Quality team proposed a phased approach, ensuring quick realization of efficiencies and cost reductions. As the project unfolded, the team:
Analyzed the staffing plan, program and schedule to ensure that required service levels could be delivered during each time period
Proposed a CSAT survey as this was not initially established by the client.

Applied a call type categorization tool to gather data from over 300, 000 customer calls.
Established Lines of Businesses categorization after the utilization of the categorization tool.
Provided additional training for call center agents to gather in-depth voice of the customer data based on the specific
Inquiry through active listening.
Standardized Billing Cycle Guidelines to identify cutoffs and establish billing cycle stages.
Created Internal Escalations team as an alternative resolution for highly escalated cases.
Analyzed customer data to identify improvement opportunities and provide quantified, prioritized recommendations based on root cause analysis.
Identified additional opportunities for improvement outside the original scope of the engagement.
 
RESULT:
ePLDT Ventus’ proven solutions delivered people and processes results that helped the client achieve it’s business goals. These include delivering over 50 recommendations on operational efficiency with potential savings of over P4 million pesos. ePLDT Ventus identified opportunities and recommendations in staffing which resulted to improved service levels and reduced abandoned calls by 40%.
Customers who contacted the utility customer service hotline were served by agents who could handle their questions and transactions promptly and professionally.
Furthermore, Ventus implemented competency enhancements conducted periodically to measure product mastery and knowledge of both the operations and support groups. These measures delivered positive results with Operations’ average score of 97% against the Client’s pass rate of 95%. The Support Group scored an average of 100% versus the same pass rate of 95%.
Ventus improved service levels as well, with 90% of calls answered within the 60 second threshold. In just 5 weeks of operations in the ePLDT Ventus site, the Client’s CSAT results skyrocketed from 2.88 to 4.24 (1-5 rating, 5 being the highest).
Ventus’ comprehensive solutions in operational efficiency, training, optimum staffing, and an understanding of the Client’s business successfully transformed this Utility Company’s customer service offering from simply mediocre to top of the line.

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