Customer Service

By merging six service centers into a more cost effective single location able to support six countries with four lines of business, streamlining operational processes, and providing a dedicated launch team, Stream delivered both program cost reductions and a 14% improvement in CSAT for this client within the first ten months of operation across five languages in the Central and Eastern European region.

Stream provides technical support and customer care for a leading computing and hardware manufacturer. The client’s goals were to significantly increase customer brand loyalty and monetize transactions through the creation of a fee-based pilot program to premier customers. For this premium service offering, Stream improved customer satisfaction scores by approximately 15 points in just three months, increased customer loyalty and generated $5 million in client sales within its first six months.

Stream’s client is a global mobile phone manufacturer for consumer and professional markets. They looked to Stream for a solution to improve turnaround time for requested repairs. Stream’s solution helped reduce the “returns” cycle time and gave the repair vendor enhanced visibility into the “returns” queue to properly forecast workload and allocate repair resources, which led to improved CSAT and increased channel and dealer satisfaction.

For over 14 years, Stream has been providing sales, customer care and complex technical support services for one of the world’s leading global technology companies. In 2009, Stream rolled out a pilot program of its ‘unified agent portal’ solution, Navigator, part of our Performance Studio family of agent productivity tools. The solution enhances productivity by simplifying the desktop tools utilized and manual tasks performed during each customer interaction.

Stream provides customer support solutions for the global leader of athletic footwear, apparel and equipment from a North American Service center location. Stream’s relationship has expanded to include eServices for one of the client’s most advanced footwear products that requires higher levels of customer support and technical aptitude.

Stream provides contract renewal and revenue enhancement support programs for a global Fortune 50 telecommunication services provider. Implementing successful programs help to increase client sales and boost profitability. Stream significantly reduced AHT, improved service professional productivity handling more calls with fewer headcount, and saved the client $2.3 million annually in production hour cost.

Stream’s client is the leading mobile network and Internet service provider (ISP) in France. Due to strong competition in the ISP market, the company set a performance goal for the year to be the first in its industry to achieve a positive Net Promoter® score (NPS) in technical support. Stream focused on the first-time-fix (FTF) rate and was able to reduce customer churn by 20 percent and increase NPS to positive 6.5 percent – nearly double the nearest competitor’s results.