Our client is one of Canada’s leading national communications providers, delivering innovative products and services to their customers in consumer and business markets across Canada. They produce approximately $1.9 billion in revenues annually. Through their national broadband network, they provide a wide range of communication solutions including high-speed Internet, wireless, digital TV, converged IP, and unified communications. The PVA project was completed within their customer call centre which represents approximately 600 employees.
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Some significant results obtained by our Client included:
Telecommunications Call Center Supervisory Activities
Telecommunications Call Center Calls / Hr (Consumer Sales & Service)
Telecommunications Call Center Grade of Service
Telecommunications Call Center Total Savings
The PVA tools empowered our front line managers, and the way they worked with our Director team to drive these changes through was quick and noticeable within a few short weeks. Again from my Support role, the opportunity gathering was a great lesson learned in combination with Director and corrective team prioritization has been a huge asset to my team and finding the greatest most cost effective win for our employees. Boosting Employee morale, in terms of a feeling of their concerns are being heard and addressed. As well, bringing additional opportunities to the forefront we have never considered before. The experiences I have had with those groups who have adopted the PVA methodology has been very effective and practical. It has been over a Year, and we continue to see the positive results from our sales manager/teams with the time they now spend with their employees and out from behind their desks.