Case Studies :: Telwares

CASE STUDY: Global Debt Cancellation Firm | View PDF version

An Overview of the Challenge

DCF (Debt Cancellation Firm) is a global debt cancellation service provider for major U.S. companies and financial institutions. DCF has made major investments in its outsourced contact center relationships, including scripting software and technology infrastructure over the last several years. The client was facing additional upgrade requirements and a sizeable investment in order to deliver on services promised to its clients.

DCF brought in Telwares to address specific concerns with the required upgrades and investment dollars:

Determine if the proposed upgrades and costs in scripting software provide DCF with the best price/value.
Determination as to both the short-term and long-term viability of the scripting solution to meet operational requirements for customer communications and interactions.
Assess the overall technological infrastructure to determine if it meets DCF’S customer-centric and forward thinking service delivery.
Address the perceived high costs for implementing hardware and software solutions, as well as for systematic scripting changes.
Assess the technology and scripting software upgrade impact on operations, performance, key business metrics, KPI’s, SLA’s, as well as for anticipated global expansion.

The challenge presented to Telwares was to help DCF to assess not only the cost implications of the technology upgrades, but to assess the impact these changes would have on the contact center care channel. Telwares was asked to provide benefits, costs saving, productivity findings, and other insights into how the upgrades might impact DCF’S key business drivers and variables.

DCF Fast Facts

Global debt cancellation firm
Operations are global with primary emphasis in US and Europe
Provide services for major financial institutions and retail establishments
Company recently landed a major financial client with services beginning in 2010

Business Need

Detailed assessment of DCF’s current technology platform and scripting process to determine if they are getting value for product and services, as well as the long-run viability of the technology to meet customer service and global expansion requirements

Outcome

Complete assessment of the technology platform, scripting software, and its long-run viability to meet service and expansion requirements
Detailed value assessment of the services being offered by vendors for both recurring and one-time development
Impact analysis on operations and key business drivers, cost components of services

Applying Telwares’ Expertise, Perspective, Leverage and Process

Telwares employs a proven consultative methodology that is based on the operating principles of improving efficiency and customer experience, reducing cost, increasing revenue, and improving the return on customer investment. From strategy to execution, Telwares touches on all key areas of contact center channel functionality, including people, process and technology. This was critical with this DCF engagement.

Telwares used a combination of interviews, data collection, and observation to assess the contact center channel, the implications of the upgrade on operational strategy, people, processes, and technology. Telwares focused on validating the cost/benefit of the proposed upgrade by getting a thorough understanding of the current operating model, channel utilization, key business drivers (SLA), metrics (KPI), process management, and how the upgrade will impact those key variables.

What emerged was an understanding of true cost implications and perceived values being derived from the technology and scripting process. For the first time our client could see that even though there are frustrations, and time delays they actually are getting real value compared to similar operations in the industry. DCF now has the means and tools necessary to assess these key variables, they have an understanding of where their technology platform has to go in the future in order to remain forward thinking and customer focused.

By utilizing and incorporating the results of the value assessments into an evaluating the required improvements that need to be made to the technological infrastructure, DCF is well positioned to take their customer service delivery to the next level.

Driving Results

Telwares drives results for its clients through its leadership, a better-practice based approach, and project administration. It is Telwares’ ability to foster commitment, facilitate feedback and communication that enables its clients to see real-time results, change, and execution in the delivery of services promised.

Telwares shares with its clients its learning and leading practices, and its experience-based understanding of what a good customer centric model looks like. This expertise helped DCF with their technological decision making requirements, giving them the tools for accurate evaluation and assessment of the complex solution alternatives.

"For someone on the client services side of the customer interaction process, I see their frustrations with the amount of time that it takes to get some of the simplest changes made to our scripting system. Their frustration has become my frustration and we have to find a more efficient, time and cost effective way to get these changes done."
VP, DCF Client Services

"I sit in these meetings with our vendors. We discuss the current state and the need for more upgrades. I see a constant outflow of investment dollars, but what I don’t see, or can't determine with any degree of accuracy is whether we are getting value and/or return on investment for these expenditures."
CEO, DCF