BeamTelecom

A Case Study

Email:contactus@wyzmindz.com

Phone:US : +1 (908) 977 6211 India : +91 90360 77766

BEAM Telecom:40% Reduction in Cost with improved service delivery

Problem Statement: 1) “We are not meeting our

answered target of 95% although service level goal of 60/35 is met 3 out of 5 times”

2) “Our contact center volumes keep increasing even when the customer base remains constant . This leads to service issues and impacts overall service perception of the brand”

3) “How can we maximize the results from our current outsourcing engagement?”

4) “How can we reduce the cost of service per unit”

WyzMindz Engagement Evolution:

Engagement Timeline

Diagnostic CompletedQ1 2011

Billing / Invoice Correction

(10%)Q2 2011

Scheduling Optimization

(15%)Q2 2011

Repeat Call Reduction

(20%)Q3 2011

Handle Time Correction

(12%) Q4, 2011

CSAT Improvement

(13%)Q4 2011

Prospect Leakage

Reduction (4%)

Q3, 2011 - Q1,2012

Enterprise-wide Dashboards & Intelligence

Q4, 2011

• Service Level & Abandonment Performance improved significantly

• Unique abandonment rates reduced from 16% to 6%.

• Contact center touch point extended to an additional 10% customers with no additional headcount

• Improved staff profile (over 60% Part Timers)

• Better schedule fitment

• Consistent service delivery0%

20%

40%

60%

80%

100%

120%

0%

5%

10%

15%

20%

25%

30%

35%

1-Jun 8-Jun 15-Jun 22-Jun 29-Jun 6-Jul 13-Jul 20-Jul 27-Jul 3-Aug 10-Aug 17-Aug 24-Aug 31-Aug

Unique Abandonment & Line Adherence (last three months)

Unique Abandonment Line adherence

Inconsistent Line resulting in high Unique abandonment

With Consistency

in Line Adherence,

unique abandonment

dropped

The Business Results (Only CC Optimization)

• Cost per call reduced by over

33% in just a span of 5 months (from INR 8 per call to INR 5.35 per call)

• Significant reduction in TCO delivered in conjunction with improvement in Service Level as well as unique abandon rates, proving that Quality of Service can be improved along with significant reduction in costs

Header Billable Total Answered Approx. Cost of model Cost per call servicedMarch 50 140677 INR 1,125,000 8.00April 50 149108 INR 1,125,000 7.54May 50 167968 INR 1,125,000 6.70June 50 179223 INR 1,125,000 6.28July 57 196221 INR 1,282,500 6.54

August 57 239907 INR 1,282,500 5.35

3.00

4.00

5.00

6.00

7.00

8.00

March April May June July August

Cost per call serviced

Cost per call serviced

33% Decrease in 5 months

WHY WYZMINDZ?METHODOLOGY:At the core of the WyzMindz methodology lies our proprietary M-V-A-O Pyramidal Framework which has been inspired by process standards like ISO, COPC, CMM, Lean, Six-Sigma. Our framework seeks to Metricize i.e. measure what should be measured, Visualize i.e. see the metric data in an understandable format, Analyze i.e. make sense of the data around the why’s and the how’s and lastly Optimize i.e. achieve the right balance between top-line and bottom-line.

EXPERTISE:

The WyzMindz expertise stems from our investments in people, technology and process. It is reflected in our three service lines, Outsourcing Analytics, Customer Lifecycle Analytics and Supply Chain Management Analytics.

We concentrate around building our expertise around the areas of Process Quality, Analytical Modeling, Industries, Functional Areas and Analytic Technologies to ensure we able to deliver breakthroughs to our customers.

US : +1 (908) 977 6211 India : +91 90360 77766

contactus@wyzmindz.com

The WyzMindz has proven it’s value to customers starting from the Fortune 100 to customers running smaller sized operations delivering Multi-Fold RoIs including a direct impact to revenue or cost Here are some examples:•300%+ RoI for Standard Chartered Bank •40%+ Cost Reduction for Beam Telecom•Double the value at half the cost for

Lenovo and Samsung•Over 150 M$ + Cost Savings delivered in

total

PROVEN ENGAGEMENTS: