- Douglas Higgins - ContactCenterWorld.com Blog
When one of the top five U.S. cable companies was looking to replace its current Directory Assistance (DA) provider, it chose TELUS after an extensive partner evaluation process. Throughout the engagement, the cable company saw first hand TELUS’ level of excellence in operations, processes, people and tools. Deepening the strategic alliance beyond the solution, TELUS shared industry knowledge and best practices to support and shape the cable company’s upcoming launch of a significant new solution.
A partnership approach.
When asked how they define partnership, two of the cable company’s executives didn’t hesitate in sharing their perspectives. One, who deals directly with the company’s telecommunications and Internet business, mentioned key factors including listening, mutual understanding of each other’s businesses, expertise and knowledge of the customer base without competing for end customers.
The second client contact, a Regional Vice-President, agrees that mutual benefit is essential for true partnership. He also stresses the importance of commitment. In his view, “I look for the traits that I build in my own business – proven track record of success, a good name and how the company treats customers and employees.”
Based on those perspectives on partnership, when it came time to find a partner to support the cable company’s DA business, TELUS was a clear choice. According to the client, “Our TELUS team understood our business because TELUS runs its business in a similar way. When we explained our operations and our desired solution, TELUS got it right away. That level of immediate understanding gave us the confidence that we would get the solution that we needed. And we never had to worry about TELUS competing for our customers.”
Collaboration and engagement.
At the outset of the solution process, TELUS stressed collaboration. The TELUS team listened to its client, to what it wanted and to how it offers products and services to customers. Performing that discovery enabled TELUS to construct the product, solution and support to match real needs and critical objectives. When it came time to negotiate price and timelines, TELUS engaged all groups involved to ensure that both numbers and delivery dates were achievable.
“TELUS invested in our business and our success,” says the cable company’s VP responsible for telecommunications and Internet. “There is an ongoing sense of concern and engagement. We can see integrity being illustrated in words, actions and deeds. That moves the relationship forward with exceptionally positive momentum.”
For the Regional VP, performance results demonstrate the partnership promise in action. “We handle approximately three million DA calls per month, with less than five complaints per million. Those are phenomenal results in our business. But when things do go wrong or we get a complaint, TELUS mobilizes right away with corrective programs, monitoring and hiring if required. We’ve solved issues arising out of complaints in one week, which is rare. It shows TELUS’ outstanding commitment to service.”Delivering on the partnership promise.
A differentiated partner.
For the cable company, TELUS differentiated itself in three key areas – industry expertise, post-implementation support and competitive pricing. For the client, TELUS showed its expertise in every facet of the engagement. “First, we had complete confidence that TELUS could deliver the product, deliver on time and allocate the right resources to get the job done. Every level of the TELUS organization engaged with us on this solution including sales, engineers and executives. Having the entire operations and executive group involved meant that every person had insight into every milestone of project delivery, so if there were any issues, they were addressed quickly and effectively.”
In terms of customer service, the cable company’s Regional VP was also impressed with TELUS’ expertise. “We knew up front how the business was going to be run, what we were targeting for improvement and how we would address any issues. There was a common vision and commitment to the process for improving the customer experience as well as elevating the level of employees. And we’ve seen tangible progress so far.”
With the solution up and running, TELUS remains actively engaged. Sales follows up. Executives follow up. And there is a consistent emphasis on collecting feedback on implementation and performance. For the cable company, seeing its feedback incorporated back into the solution/operation deepens its level of trust in the partnership and the sense that the two companies are truly running a business together collaboratively.
Value beyond solutions.
As part of the partnership, the cable company was able to tap TELUS’ deep knowledge of and experience in the telecommunications space. The company was planning a new product launch, but felt that it needed to gain insight into the new market. Even though TELUS was not engaged as the solution provider for that piece of business, it acted as a thought leadership partner. TELUS opened up its business to the cable company and shared best practices and knowledge including RFP templates, processes, products and tools.
The VP responsible for telecommunications and Internet attributes a big part of the success of the company’s new offering to what it learned from TELUS. “Our partnership with TELUS was critical in the development of the new solution that we are taking to market. Having access to TELUS’ expertise and understanding of the specific solution cut our learning curve in half. The TELUS team was open and candid and held nothing back. To me, the Knowledge Transfer initiative was the embodiment of what it means to have TELUS as a partner.”
With the launch of a new service on the horizon, seeing TELUS’ operation, people, and technology provided insight and ideas on how to address some of the concerns and overcome perceived obstacles. “TELUS shared ideas and showed us how it runs a business that we were about to launch,” says the Regional VP. “For us, adding a significant new service felt like a daunting task. But once we met with TELUS’ call center people, listened to calls and reviewed data and reports, we felt like we were on the right track.”
For the cable company, TELUS is a valued tier one partner. TELUS is the first call that both executives make when they have a new project or want to create one. That’s how highly valued TELUS is to the organization, for both development and deployment.
For the client, TELUS’ industry knowledge and commitment to learning about a partner’s business sets it apart. “There is something within the culture of the TELUS organization that lends itself to success and engagement. Right from the leadership team down through operations, TELUS is mobilized, engaged and invested in our business and our success.”
Publish Date: January 30, 2011 10:40 PM