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Customer Success Story: Televergence Solutions' (TSI) C-Level Account Management and Customer Service As A Competitive Advantage Improves 500+ Seat Call Center's Profitability
Submitted by Televergence Solutions (TSI)

February 20, 2017

 
TELEVERGENCE SOLUTIONS’ (TSI) C-LEVEL ACCOUNT MANAGEMENT & CUSTOMER SERVICE AS A COMPETITIVE ADVANTAGE IMPROVES
 500+ SEAT CALL CENTER’S PROFITABILITY
 
Overview
As this large call center customer’s profit and call ratios continued to decline,  they addressed the difficult to diagnose issues they were experiencing with their four other carriers, which included two  Tier 1 and two other Tier 2  carriers.  Only TSI was able to resolve the issue.  
 
While rates and products are competitive, TSI’s C-level account management and customer service as a competitive advantage provides customers with direct access to the CTO, CEO and a dedicated Customer Success Manager.  This is the value proposition and solution that is largely responsible for the company's 30 years of success and exceptionally long length of customer at 14.7 years. 
 
Background
The 500+ seat call center customer specialized in debt collection, medical notification and political polling  and had two Tier 1 and three Tier 2 carriers in routing.  Approximately 90% is predictive dialing using a combination of Dialogic TDM and next generation VoIP systems. Expansion included a multi-year lease, a floor plan with desks and computers, phone deployment and a new 300 megabit fiber optic using a local cable company. Initial turn up went well, however, issues began being reported as capacity was activated: deteriorating call quality, failing calls to certain regions, poor drop ratios and sales-to-call ratios, and one way audio.
 
Challenges
Both Tier 1 carriers assumed the customer-facing performance issues were on the customer’s end,  provided little technical support, and dismissed the issue as a nuisance customer with poor technical understanding within a week. The Tier 2 carriers included:
 
      A regional CLEC whose experience was limited to TDM and whose switch vendor focused on theoretical issues such as calls per second and the customer’s VoIP hardware;  they even suggested the customer install multiple DS3 loops to carry traffic into a platform in which they had more experience;
      An exclusively VoIP carrier with a “no skin in the game” infrastructure and a “best attempt” call completion philosophy which negatively impacted the customer’s low sales-to-call ratio and operator wait times; and
      TSI.
 
Because TSI maintains a redundant fiber connectivity, a Cisco based network, a Lucent TDM/SONET network, colocation space and a Dell blade server infrastructure, their technical team was able to identify  and resolve the issue of one way and poor quality audio on a majority of peak time calls.  Voice-related issues are tracked at a signaling and packet media transport level. A single control-of-infrastructure enabled ownership of identifying and resolving the issues.
 
To avoid the bandwidth costs of handling full call audio, most carriers only touch the signaling and allow audio to directly connect between the customer and the upstream endpoint. In contrast, TSI proxies all VoIP media, which allows an inspection of audio and the identification of issues not often “seen”.
 
Solutions
Simulated calls revealed that packets were being throttled from the customer’s connection at only 10 megabits per second between the carrier and upstream IP connections, even though their enterprise grade fiber connection should have guaranteed priority network placement. They also were not aware that traffic shaping and throttling may apply to their connection and traffic.
 
The solution included TSI’s utilization of it’s BGP relationship with upstream carriers, which forced the customer’s ISP to seek alternative routes that were not throttle enabled. Next, the technical team reviewed how throttling was being achieved. While their predictive system did not have access to g729 or g723 codec licenses, TSI maintains transcoding hardware and public domain codecs, which were applied to every call, regardless of final destination networks. 
 
Today, their existing connection completes calls without hitting their ISP’s traffic shaping limits and they are investigating a new fiber provider.
 
About Televergence Solutions (TSI)
TSI is a telecommunications carrier who attributes over 30 years of success to quality and competitively priced products:   inbound toll free and high calls per second/call completion rate outbound long distance.  Pre-qualified candidates receive a 10,000 minute free trial.  
 
C-Level account management and customer service as a competitive advantage is responsible for the company's average length of customer at 14.7 years.  Customers have direct access to the CTO, CEO and a dedicated Customer Success Manager.
 
Founded and managed by the CEO, Deb Ward, whose integrity and reputation is exemplary in the telecommunications space, she is the first and current Chairwoman of INCOMPAS (formerly known as Comptel), the industry’s leading competitive telecommunications trade organization.
 
The company's CTO, David Deutsch, has extensive technical expertise in the call center telecom space and manages the fully staffed, U.S. based 24 x 7 x 365 Network Operating Center (NOC). The technical team has an average of 18 years of experience and is familiar with most legacy and nex-gen platforms; including Dialogic, Acculabs, Brooktrout, Nortel, Avaya, and Asterisk. An on-premise TDM to SIP conversion and loan equipment program for legacy platforms is available to candidates who otherwise qualify.
 
Leadership and membership roles are maintained within numerous Professional Trade Organizations, including INCOMPAS (formerly known as Comptel), Marketing Research  Association (MRA), National Association of Women Business Owners (NAWBO), Nashville Chamber of Commerce, Professional Association for Customer Engagement (PACE), Telecom Associates and Women In The Channel (WIC).
 
(800) 770-3691
 

    

 
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