Situation Analysis

The customer care model of call center assistance is fundamentally broken. How many times have you had an issue and called customer service, just to be put through an endless chain of automated phone menus, and ultimately not get your issue resolved? Nearly 80 percent of customers in the U.S. are not satisfied with how businesses responded to their problem and 39 percent of people surveyed said they would rather clean a toilet than deal with an Interactive Voice Response (IVR) system. And, the top three worst offenders across all industries are the cable, internet and telecommunications industries. An innovation was long overdue.

As the Un-carrier, we challenged ourselves to rethink the traditional care model. What do customers hate and how can we fix that? This is how we approach every issue we fix. It required a complete reinvention, from the ground up, of the care model. Team of Experts was the solution.