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Atlantic broadband

Atlantic broadband. Customer Experience: This is Now. 5. ATLANTIC BROADBAND OVERVIEW. Nearly 1,400 employees across all operating locations and disciplines 9th Largest Broadband Company in the United States.

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Atlantic broadband

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  1. Atlantic broadband Customer Experience: This is Now

  2. 5 ATLANTIC BROADBAND OVERVIEW • Nearly 1,400 employees across all operating locations and disciplines • 9th Largest Broadband Company in the United States • Broadband Operations providing Internet, Video and PhoneServicesto Residential & Business Customers from Maine toFlorida • More than 470,000residentialand business customers

  3. ABB’s 10 Year Challenge ABB 2009 ABB2019 • Omni-channel contact center: Voice, Chat, IVR, Social Media and SMS • 50% of ABB customers signed up for paperless billing only and manage their bill online • 35% of all calls are contained via the IVR per month • Natural Speech recognition IVR • Website orders make up 17%+ of total residential order volume • 10% of all device installs are completed via self-service • Centralized OneViewHelpDesk Customer Ticket portal manages customer escalations • Omni-channel training approach: classroom and e-learning (ABB U) • Limited website self-service for support • 20% of ABB customers signed up for paperless billing only • Customer notifications completed via Robo Calls or Direct Mail only • Outage messaging limited to IVR only • No Social Media presence • Limited support tools • Appointment notifications completed by dispatchers or technicians via call only • Escalations handled via emails only • Employee training via class room and email training alerts only

  4. Customer experience Customer Experience Product & Sales Experts • Be easy to do business with • Shift hiring focus to technical care agents from traditional “billing” Care agents to better enable One Call Resolution. • Focus on First Call/One Call Resolution and reduce repeat calls. • Regimented Help Desk escalation focus for same day/next day resolution. • New IVR/ACDplatform to enable better call routing, IVR containment/self-service, improved agent experience with screen pop software. • Technology investments in virtual support solutions, powered by AI & AR to simplify technology through the eyes of our customers. • CSG’s WorkForce Management solution with enhanced Appointment Notification/SMS enablement. • Sales agents need to be product experts • Inbound Sales follows High Impact Sales philosophy – Selling the Value. • Impactful Commission program – aimed to drive and reward multi-product sell-in and high margin products (HSD & Phone). E-Commerce & Online Account Management • Simple. Easy. Reliable. • Launched My Services customer portal gateway to Single Sign On. • Simple, dynamic and customizable shopping cart, utilizing CSG’s Order Services Gateway. Customer Loyalty • Anticipate and deliver • Be proactive – customer journey analytics to drive consistent customer communication action. • Understanding the customers journey with ABB and customize ongoing touchpoints to engage the customer at time of install, post install, service anniversaries and service interruption moments.

  5. The CASE FOR ONE CALL/FIRST CALL RESOLUTION 2. Improve Customer Satisfaction 1. Reduce Operating Costs For every 1% improvement in FCR you reduce your operating costs by 1% For every 1% improvement in FCR there is a 1% improvement in Csat 1 According to SQM, World Class level FCR target is 75-80% 3. Improve Employee Satisfaction 4. Increase Opportunities to Sell 5. Reduce Customers at Risk For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat When a customer’s call is resolved the customer cross-selling acceptance rate increases by up to 20% 98% of customers will continue to do business with the organization as a result of achieving FCR • Note 1: SQM is leading market research specialist firm for benchmarking, tracking, and improving customer and employee experience, powered by SQM’s mySQM CX Insights software. Partners with both CCX and ABB.

  6. VOC & Employee engagement programs • Quarterly Employee Newsletter – recognizing ABB Service Hero’s across ABB. • Quarterly It’s For You Events Program • Consistent Daily, Weekly Coaching & Development Pathway • Annual Benchmarking Study measuring NPS, NRI (Net Retention Index), CSAT • Daily Transactional NPS – drilling down to employee level – 20% response rate due to same day robo call survey. Soon to trial Email and SMS. • Perception NPS via Email • Rigorously monitoring Social Media with 24/7 response • Customer Journey Analytics • Customer Forgiveness Actions

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