A company specializing in scientific instruments was having customer service problems.  The company's call center was major target  of customer complaints.  Customers were having a very difficult time contacting the  call center, and the problems they reported were not being resolved in a timely manner.  This was causing frustration and dissatisfaction, and was starting to impact sales.

 ESTM performed a comprehensive assessment of the company's call center. We conducted interviews across all levels of the organization, observed daily operations, and defined, collected and evaluated metrics.  We carefully analyzed  the center's staffing, organization, work flow and performance, and developed short and long term plans for improvement.   We worked management and staff to build support for these plans and to implement and effectively manage the required changes.  We successfully reorganized the department, improved the efficiency of its procedures for managing and processing calls, and introduced new technology to facilitate the prioritization, tracking and resolution of problems.  

These changes increased the number of calls answered by a live operator from 40% to 95%, reduced the average time to resolve problems from more than 10 days to less than 2 days, reduced the backlog of open problem reports from 300 to 25, and greatly improved customer satisfaction as measured through follow-up calls.