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Telecommunications Industry Success Stories Case Study: Sales of Telecommunications Products Increased 167% Case Study: $23 Million of Incremental Call Center Sales While Reducing Turnover, Incentive Costs, and Average Handling Time Case Study: Improvement Does Not Have to Be Slow Case Study: Discontinuing Supervisor Activities Increases Productivity Case Study: Twenty to Forty Percent Increase in Call Center Revenue per Hour Other Telecommunications Industry Success Stories SBC Communications/Ameritech - Ameritech wanted to reduce nuisance calls and unnecessary transfers, thus improving customer service, achieving one-call resolution, and ultimately retaining more customers. Ameritech performed two MVT® experiments, one to reduce repeat calls and one to better direct customers using an Interactive Voice Response system. Ultimately, these MVT® experiments resulted in a fifteen-percent decrease in Customer Care Center repeat calls and unnecessary transfers, as well as $30 million in savings upon full implementation. TELUS Communications - In an effort to improve customer service, TELUS Communications embarked on a two-year investment in analyzing and correcting system data misalignments. In order to safeguard the system investment, TELUS used MVT® to correct their data entry process. MVT® reduced data entry errors by thirty-five percent, a savings of $350,000 per year for TELUS. Pacific Bell Telephone - Pacific Bell was losing $4.7 million annually in revenue. In less than eight weeks, MVT® virtually eliminated coding errors, leading to a 180-percent improvement surge in the accuracy of customer service orders. This breakthrough resulted in an eighty-nine-percent reduction in the number of customer claims filed, as well as a fifty-percent reduction in the dollar amount refunded to customers. Pacific Bell Telephone - Because more than half of Pacific Bell's customers used complete blocking, customers did not wish to purchase Caller ID. Using MVT® techniques, Pacific Bell initiated a direct mailing to get customers to switch to selective blocking. The estimated increase in revenue from reduced Caller ID churn as a result of the unblocking effort exceeded $7.7 million. Request More Information about QualPro's Services Is MVT® right for you? Schedule a no obligation conversation with an MVT® Expert. |
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Since 1982, QualPro has used Multivariable Testing (MVT®) with 1000+ companies to test 200,000+ improvement ideas. MVT® tests between 20 and 40 ideas simultaneously, accurately predicting the bottom-line impact of potential process changes in weeks. Take existing process initiatives, like Six Sigma, to a whole new level. All process improvement tools and approaches (TQM, DOE, Six Sigma, Re-Engineering, SPC) can be enhanced through the use of Multivariable Testing by QualPro.
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