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Case Study Case Study Case Study

CASE STUDY

A rapid-service delivery overhaul with major customer support.

CHALLENGE

A major entertainment provider faced challenges launching a new online subscription service. Most of their customer base that had been purchasing live events on cable or satellite would now be purchasing subscriptions to stream online. To deal with the influx of new subscriptions, the client needed to make critical internal changes—and make the transition easy for customers.

SOLUTION

Harte Hanks rapidly built integrated technology solutions for global deployment, including a reliable, cross-channel CRM system and training over 7,000 agents to troubleshoot streaming devices and operating systems—all within 90 days, across 14 contact center locations in five cities around the world.

The solution far exceeded project requirements, delivering under budget through resourceful workforce management and offshore, near-shore and skills-based routing.

STATS

Improvement beyond performance expectations

Improvement beyond performance expectations

Reduction in forecasted average wait time

Reduction in forecasted average wait time

Reduction in handle time

Reduction in handle time