Case Study - Streaming Media - Harte Hanks
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Deliver large-scale,
cross-channel support
solutions in record time.

 
Client:
Major Entertainment Provider
Project:
Subscription Services/New Product Launch
Capabilities:
Customer Experience Development, CRM, Inbound Customer Care

The Challenge

 
How do you enable customers to seamlessly shift from traditional to new entertainment services? How do you control the flood of consumer purchases and inquiries on a new online platform? In 2014, a major entertainment provider faced these challenges as they launched a new online subscription service. A large portion of their customer base that had been purchasing live events via cable or satellite would now be purchasing subscriptions to stream online. To deal with the influx of new subscriptions, the provider not only needed to make critical internal changes, it had to make the transition easy for customers.
 
 

The SOLUTIOn

To support all new subscribers as they sign up and begin streaming events on their device-of-choice, Harte Hanks rapidly staffed and trained an extensive agent team and built robust, repetitive and integrated technology solutions for deployment around the globe.

 
Developed an extensive agent knowledgebase to troubleshoot a variety of streaming devices and operating systems; built a reliable, cross-channel CRM system; and trained more than 7,000 agents—all within 90 days. Integrated tech platforms and agent teams across 14 contact center locations in five cities around the world.
Currently support all customer inquiries—from billing to advanced technical support—across channels, including phone, email, chat and social. Trained and deployed a dedicated social support team.
 
 

The results

 
Harte Hanks enabled a successful, rapid-service delivery overhaul with large-scale, cross-channel customer support.
The solution far exceeded project requirements, from hiring and training a large, cohesive support team with specific agent skillsets, to measuring success, to delivering under budget through resourceful workforce management and off¬shore, near-shore and skills-based routing.
  • Within 90 days, 7,000 agents were trained to manage simultaneous response to a series of global events.
  • Exceeded customer performance expectations (SLA) by 430%.
  • Reduced forecasted average handle time (AHT) by 20%.
  • Reduced forecasted average wait time by 10%.
430% EXCEEDED CUSTOMER PERFORMANCE EXPECTATIONS (SLA) 20% REDUCED FORECASTED AVERAGE WAIT TIME BY 10%; HANDLE TIME BY 20%
 
 
 

Our Contact Center team rapidly delivered a customer support launch solution that empowered our client to monitor and react to ongoing customer feedback.

 
 
 
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