gem customer experience breakfast seminar - clearwire
DESCRIPTION
TRANSCRIPT
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Clearwire & gem
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Overview•Clearwire Overview
•Clearwire Decision to outsource
•Why gem?
•gem Overview
•Clearwire in gem
•gem Solutions
•gem Clearwire Partnership
•What next?
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• Wireless Internet Service Provider• Markets in Unites States, Ireland, Belgium,
Spain, Poland, Germany and Romania• May 2008 – Merger with Sprint Nextel’s
– Investment from Comcast, Time Warner, Intel, Google, Bright House, Clearwire and Sprint
– Focus - WiMax
Overview of Clearwire
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• In Europe– Ireland, Belgium, Poland, Germany, Romania,
Spain (Sevilla) – Non Line of Sight (NLOS) Expedience Network using Motorola Expedience System
– Spain (Madrid) – 4G WiMax Wireless– Spain (Sevilla) – conversion to WiMax in June
2010– Belgium – conversion to WiMax in Q4 2010
Overview of Clearwire
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• WiMax– Worldwide Interoperability for Microwave
Access– Provides Wireless transmission of data– Up to 10Mbs broadband without cables– Based on IEEE 802.16 standard– Like Next generation WiFi
• Further Distances• Greater types of access
Overview of Clearwire
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• Clearwire in 2008– 25K subscribers in Ireland– 15K subscribers in Belgium– Approximately 40 agents in Each country
across multiple departments• Review of Customer Care undertaken
– Decision to centralise and enhance skill sets• Outsourcing as the preferred option
Why Outsource?
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• Review of Outsourcing companies undertaken• Considerations
– Size of Organisation– Experience– Level of service / Team– Location / Program Management– Calibre of Employees– Language variety (Native Speakers)
• gem ticked all the boxes
Why gem?
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Clearwire & gem
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Our Clients
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24 Languages Supported
CantoneseCzechDanish
DutchEnglish
Finnish
FlemishFrenchGerman
HungarianItalian
JapaneseKorean
MandarinNorwegian
PolishPortuguese EU
Portuguese LTAMRussian
Spanish EUSpanish LTAM
SwedishSwiss German
Turkish
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gem Services
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gem Clearwire Timeline
ConsultationTraining
Relocation Recruitment
Apr 2008
Go-Live Customer Care
IE & BE
Jun-Jul 2008 Sept - Oct 2008 Feb – Mar 2009
Back Office & Process Review
Review of Refund &
Payment Queries
Outbound & Payment Reminder
Campaigns
Go-Live Account Services,
Logistics & Fulfilment
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gem Clearwire Partnership
Business Challenges
Reduce cost per customer
Enhance the Customer Experience
Contact Reduction by 5% in Year 1
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gem Solutions
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gem Solutions
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gem Solutions
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•Transparency (Reporting Portal/NICE Access)
• Virtual Team
•Client Score Cards (Quarterly)
•Escalation Paths(Sponsor and Director Roles)
gem Clearwire Partnership“We have made Clearwire’s business our business.”
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What next?Business
Improvement
Live Chat
Social Media Monitoring
Customer Experience
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www.the-gem.com