Beam
Telecom
A Case Study
Email:
contactus@wyzmindz.com
Phone:
US : +1 (908) 977 6211
India : +91 90360 77766
BEAM Telecom:
40% Reduction in Cost
with improved service delivery
Problem Statement:
1) “We are not meeting our answered
target of 95% although service
level goal of 60/35 is met 3 out of
5 times”
2) “Our contact center volumes keep
increasing even when the
customer base remains constant .
This leads to service issues and
impacts overall service perception
of the brand”
3) “How can we maximize the results
from our current outsourcing
engagement?”
4) “How can we reduce the cost of
service per unit”
WyzMindz Engagement Evolution:
Contact Center Optimization
Sales Process Optimization
(including FSE)
Business Intelligence
Back-office Consolidation
Engagement Timeline
Diagnostic
Completed
Q1 2011
Enterprise-wide
Dashboards &
Intelligence
Q4, 2011
Technical Coordinator
Consolidation
(50% reduction)
Q3 2012
Billing / Invoice
Correction
(10%)
Scheduling
Optimization
(15%)
Q2 2011
Q2 2011
Repeat Call
Reduction
(20%)
Q3 2011
Prospect Leakage
Reduction
(4%)
CSAT
Improvement
(13%)
Q4 2011
Handle Time
Correction
(12%)
Q4, 2011
Q3, 2011 - Q1,2012
Network
Optimization
Enablement through
the “e-BIC Book”
Q3 2012
ONGOING
Inconsistent
Line resulting
35% Unique
in high
30%
abandonment
With
Consistency
in Line
Adherence,
120%
unique
100%
abandonment
dropped
80%
Unique Abandonment & Line Adherence (last three months)
25%
20%
60%
15%
40%
10%
20%
5%
0%
0%
1-Jun
8-Jun
15-Jun
22-Jun
29-Jun
6-Jul
13-Jul
20-Jul
Unique Abandonment
27-Jul
3-Aug
Line adherence
10-Aug
17-Aug
24-Aug
31-Aug
The Business Results
(Only CC Optimization)
Header Billable Total Answered Approx. Cost of model Cost per call serviced
March
50
140677
INR 1,125,000
8.00
April
50
149108
INR 1,125,000
7.54
May
50
167968
INR 1,125,000
6.70
June
50
179223
INR 1,125,000
6.28
July
57
196221
INR 1,282,500
6.54
August
57
239907
INR 1,282,500
5.35
Cost per call serviced
8.00
33% Decrease in 5 months
7.00
6.00
5.00
4.00
3.00
March
April
May
June
Cost per call serviced
July
August
WHY WYZMINDZ?
METHODOLOGY:
EXPERTISE:
At the core of the WyzMindz methodology lies our
proprietary M-V-A-O Pyramidal Framework which has
been inspired by process standards like ISO, COPC,
CMM, Lean, Six-Sigma. Our framework seeks
to Metricize i.e. measure what should be
measured, Visualize i.e. see the metric data in an
understandable format, Analyze i.e. make sense of the
data around the why’s and the how’s and
lastly Optimize i.e. achieve the right balance between
top-line and bottom-line.
The WyzMindz expertise stems from our
investments in people, technology and process. It
is reflected in our three service lines, Outsourcing
Analytics, Customer Lifecycle Analytics and
Supply Chain Management Analytics.
PROVEN ENGAGEMENTS:
The WyzMindz has proven it’s value to
customers starting from the Fortune 100 to
customers running smaller sized operations
delivering Multi-Fold RoIs including a direct
impact to revenue or cost Here are some
examples:
• 300%+ RoI for Standard Chartered Bank
• 40%+ Cost Reduction for Beam Telecom
• Double the value at half the cost for
Lenovo and Samsung
• Over 150 M$ + Cost Savings delivered in
total
We concentrate around building our expertise
around the areas of Process Quality, Analytical
Modeling, Industries, Functional Areas and
Analytic Technologies to ensure we able to deliver
breakthroughs to our customers.
contactus@wyzmindz.com
US : +1 (908) 977 6211
India : +91 90360 77766