- AFFINA Client Since:
- 1992
- Transaction Types:
- B2C and B2B
- Client Industry:
- Telecommunications
- Services Provided:
- Inbound Customer Service, Customer Acquisition, Technical Support, Literature Fulfillment, Data Entry, and IVR Self Service
Since 1992, AFFINA has served this national telecommunications provider in support of a number of diverse and evolving customer programs.
One of the many programs managed by AFFINA is a post-sales program for the client’s consumer electronics unit. Products sold and supported include corded and cordless phones and ancillary products like headsets and replacement batteries. English- and Spanish-speaking customers contact AFFINA Customer Service Representatives (CSRs) for comprehensive sales and customer service that consists of technical support, buyers’ remorse returns, warranty replacements and product sales. In support of this program, AFFINA built and now maintains a custom database, front-end contact management application and web-based customer data management field support tool. Additionally, AFFINA fulfills back-order postcard notifications and return authorization labels.
In the first 12 months of this program, AFFINA made a measurable impact on the client’s operations, resulting in significant cost-savings and revenue for the client. For example, AFFINA’s first call resolution success delivered a 64 percent reduction in the number of calls per customer order, which dramatically reduced the client’s cost per customer issue.
Additionally, a portion of customer inquiries are related to product returns within the client’s “buyers’ remorse” program. AFFINA custom-designed CSR training aimed to save-the-sale. AFFINA’s 12-month save-the-sale results were 12.25 percent.
Because AFFINA’s custom-developed web-based platform simplified a complex customer interaction process and replaced the client’s three disparate mainframe-based systems, AFFINA reduced the average call length for its bill consolidation program by 58 percent.
Other AFFINA-supported programs include:
- Subsidized Services — Since 1992, AFFINA has been handling subsidized services contacts, which consist of requests for discounted telephone services from low-income customers. AFFINA CSRs follow a work-flow process that includes inbound calls, application and documentation processing, outbound fulfillment and provisioning of service discounts. The custom AFFINA-built application directly interfaces with the client’s billing system in real-time to update and provision customer services.
- IVR Area Code Hotline — AFFINA designed and now manages the client’s area code IVR hotline. Customers obtain the latest information on new area code splits by typing in area codes and exchanges. The automated service then informs customers if area code splits are expected in their area and if they are affected.