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COMMITMENT TO RESULTS IS FUNDAMENTAL

Cases

We are looking for performance, operational excellence and we believe in goals planned jointly in order to engage everyone. We are committed to sustainable growth and win-win solutions.

Get to know our main cases:

Customer Service (SAC) | Financial Segment Cards Excellence in Customer Service: Minimize operational errors  

    Challenge

  • Revenue recovery through reduction of operational errors
  • Assertiveness in the treatment of the demand of end customer
  • Engage the team of operators in the solution
  • Ensure excellence in service through the operator’s perception

    Solution

  • Map out the main offenders of the errors and prepare materials for application of reinforcement to the operators
  • Reinforce the required technical content with the operators, highlighting the impact generated by errors in the procedures identified
  • Provide guidance on how to avoid deviations, also proposing improvements in the processes for the customer
  • Study groups formed by offending operators and supervisors in procedures focused on periodic refresher training

    Results

  • Increased assertiveness of the operation in customer service
  • Improved perception and satisfaction of end customers and contracting company
  • Strengthening of the Partnership with the customer
  • 38% reduction in the amount paid in Operational Errors

SAC Retention | Financial Segment Dream Service Excellence in Customer Service: I care, I resolve issues, I inspire confidence  

    Challenge

  • Map operating processes
  • Engage the team of operators in the solution
  • Implement new methodologies from the viewpoint of the end customer
  • Ensure excellence in service through the operator’s perception
  • Compile a book with the solution to be implemented

    Solution

  • Processes / Technology

    • Structured operational assessment
    • Brainstorming, interviews and listening operators, aimed at compiling study materials
    • Standardization of the new service model, adhering to the operators' vision
    • Draft a book with the solution developed
  • People

    • Intense Qualification Training and Refresher training on the new process

    Results

  • Delivery of the Book for implementation of the project
  • Excellence in customer service gaged by the end customer’s perception
  • Recognition as the most engaged supplier by the contracting customer
  • Satisfaction of the operators of the “dream service” pillar
  • Strengthening of the Partnership

SAC | Telecom segment Back Office Process automation, transformation and traceability  

    Challenge

  • Manual and decentralized processes
  • Demand and feedback via attendant/supervisor e-mail
  • Daily consolidation of the spreadsheet
  • Distortion of supervision activities
  • Weaknesses in the operating control

    Solution

  • Processes / Technology

    • Review of cell processes
    • Implementation of new model
    • Automation activities by queuing, aging and/or priority
    • Online activity management
    • Traceability and history
    • Performance managerial reports
  • People

    • Intense Qualification Training and Refresher training on the new process

    Results

  • Unification of processes
  • Standardization of the daily routines
  • Assertive consolidation of results
  • Trigger on Indicators

    • Productivity: Gain ~ 20%
    • Monthly ticket: Increase of 50% in negotiations

SALES | Telecom Segment Best Sales Campaign Sales and Performance Champion  

    Challenge

  • Explore smart methodology, directing sales through questions, answers and available data
  • Offer customized products based on the end consumer’s needs
  • Gather sufficient information to guide the customization of the new sales model
  • Increase the product penetration volume

    Solution

  • Processes / Technology

    • Intelligence in directing calls (Propensity vs Better performance)
    • Ensure a close and personalized approach
    • Preparation of FAQ model Book
    • Review indicators and propose targets/rewards
    • Implement new sales model
  • People

    • Intense Qualification Training and Refresher training on the new process

    Results

  • Delivery of the Book for implementation of the project
  • Optimization of customer service time
  • Increase in sales conversion (12.7% Cell I and 26% Cell II)
  • Delivery of dynamic and interactive book

SALES | Retail Segment Sales Success Case: Retail  

    Challenge

  • Migrate operation located at another supplier for 10 years
  • Deliver the links within the agreed upon time frame
  • Run the schedule in the PMO model
  • Perform weekly checkpoint
  • Ensure excellence in customer service after the operational turning point

    Solution

  • Migration phased in cells (less impact)
  • Hiring and training of professionals, as established in the project
  • Maintain a leader from each supporting area in the implementation of the plan
  • Operational "living" simulation strategy on Saturday
  • Assertive approval, accompanied by the customer

    Results

  • Turn of the key without impact
  • Platform 100% available
  • Customer satisfaction and enchantment
  • "Monitoring in the perfect implementation"
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