Virtualizing scalable customer service

Client Snapshot

Blueprint designed and implemented a virtualized customer support solution that achieved rapid growth goals, reduced costs, and improved the quality and speed of customer support.

Work Summary

The problem

Our client, a major streaming entertainment provider, was experiencing explosive growth, resulting in the need to increase their customer support team by 300% over a very brief period. Increasingly expensive real estate and salary costs had leadership looking overseas at low-cost outsourcing companies to achieve their growth goals while maintaining high-quality customer experience with little success.

The Blueprint Way

Blueprint designed and implemented a virtualized customer support solution that achieved rapid growth goals, reduced costs, and improved the quality and speed of customer support. The Blueprint team researched the client’s market, analyzed the nature of their engagements with customers, and assessed possible cost structures to create a virtualized, scalable customer support solution. With goals of rapid scalability, cost management, and improving support quality in mind, we focused our solution on three key pillars: virtualization of the front-line customer support associate role, a dynamic and flexible scheduling model, and a performance-based incentive model to drive quality.

Virtualization addressed cost concerns and, along with models for flexible scheduling and performance-based incentives, attracted a far more diverse and eligible candidate pool that achieved the speed-to-scale while delivering the world-class customer support metrics our client needed.

Impact

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