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 with approximately $1.9 billion in annual revenues. Their national broadband network provides a range of communication solutions including high-speed Internet, wireless, digital TV, converged IP, and unified communications. The PVA project encompassed their retail activations call center, whose main function is the activation of services for their customer base. The activations Customer Service Representatives (CSR’s) handle calls from their various retail dealers.
Their IT department develops strategic architectures for technology focusing on the development of standards, plans, designs and provisions for their client’s computer networks, base computer hardware platforms, operating systems, operational support systems and products. They also supply, install, and repair all PC’s and corporate printers, while also providing Tier II and Tier III support and delivery for their desktop environments. Their Engineering department focuses on the engineering of the core, access and wireless networks, while completing the project work that is coming from the planning group.
Telecommunications Retail Activations Assessment Findings
Hover over graphs for more information
Some significant results obtained by our Client included:
Telecommunications Retail Activations Supervisory Activities
Telecommunications Retail Activations Total Savings
With the assistance and guidance of the PVA professionals, we were able to transition the managerial environment from one which avoided dealing with the root cause of issues and did not focus on the day to day direct management of staff effectiveness into a highly engaged environment, involving a direct link between employee effort and the desired key performance indicators for the group. After 3 intense, focused months we were able to demonstrate a true productivity improvement of 25%. The development of the Management Operating System leveraging active supervision has enabled employees to focus on the direct impact they have in delivering the overall key results for the area and has turned around a complex and costly area of our business.