Mobility Center of Excellence

A US telecommunications conglomerate sought a reduction in post-sale support transfers to address ticket aging, resolution, and CSAT issues. They engaged VXI to create a team able to resolve a multitude of issues, eliminating handoffs and creating a one-stop customer experience (CX) management shop.  

VXI’s Mobility Center of Excellence now provides every day and escalated functions, including the always-challenging billing dispute queue. From end to end, VXI designed and operationalized each step and, in 90 days, the client saw a 26% NPS increase, improved resolution times, and a 58% AHT decrease. 

What You’ll Learn

• Seed with experience: A few well-placed senior subject matter experts set the stage for excellence.
• Play target tricks: Set an internal goal at half-target and pay attention to what happens past that.
• Build knowledge virtually: A training simulator teeming with product updates empowers agents.
• Close the survey loop: For many leaders, getting the score is the only goal; dig and take action, too.