KPMG helped the company's wireless division transform and digitize customer service operations to create cost savings, efficiency and satisfying experiences.
For a wireless carrier, customer service is paramount. It can determine whether customers continue rewarding you with their business or defect to another carrier.
Verizon was known for its customer service—a key driver for top-line revenue—but was concerned about increasing costs in the contact center’s operations as well as a reduction in the firm’s customer service metrics. The center and its thousands of employees were fragmented across functional groups, technologies, and geographies. The company knew they had to cut costs and increase operational efficiency while continuing to provide the right level of customer service and classic business process reengineering was not delivering the hoped for results.
It was time to transform the contact center from a cost into a competitive advantage and it would require a new way of thinking.
Our advisors brought a fresh perspective to Verizon’s operating model which included leveraging digital, data and analytics, and intelligent automation. Results included:
Our team has a long history as a trusted advisor to Verizon, which asked us to provide leadership toward a complete, sustainable solution for its contact center challenges. We conducted a holistic assessment of its operations and culture, including its organizational structure, technology, sourcing, performance management, and processes. Our experienced, cross-functional team proposed a creative, collaborative approach that ultimately led to changes in people, processes and technology. Our involvement included:
Automation provides tremendous opportunities to deliver the right level of customer service. Using robust data and analytics to fully understand customer experiences and expectations can translate into the delivery of profitable customer service through digitization of the desktop, use of assisted virtual agents, and the automation of front, middle, and back office activities.
A cross-functional team with a broad, diverse level of experience and expertise is crucial to develop creative, holistic, and sustainable solutions to meet the specific needs of specific businesses.
Customer contact centers should not only deliver the right level of customer care, but should drive value for the business. Our team of advisors brought a deep understanding of where value was created to enable Verizon’s contact centers to deliver the best service.
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