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Telecommunications Industry Success Stories SBC Communications/Ameritech - Ameritech performs two MVT® experiments resulting in 15% decrease in Customer Care Center repeat calls and unnecessary transfers plus $30 million in savings upon full implementation. Ameritech wanted to reduce nuisance calls and unnecessary transfers, thus improving customer service, achieving one call resolution, and ultimately retaining more customers. Two MVT®s were completed to accomplish this goal, one to reduce repeat calls and one to better direct customers using an Interactive Voice Response system. Reduction of over 15% of nuisance calls was evident during experimentation which could result in $30 million in savings upon full implementation. TELUS Communications - Telus used MVT® Methodology to Protect Investments. In an effort to improve customer service, TELUS Communications embarked on a two-year investment in analyzing and correcting system data misalignments. In order to safeguard the system investment, TELUS decided to correct the data entry process by applying QualPro's 12-Step Procedure™ to the ongoing Customer Order Data Accuracy (CODA) project. At the end of MVT® experiment, data entry errors were reduced by 35 percent. This reduction is safeguarding the significant system investment and saving $350,000 per year. GTE - GTE performs three MVT® experiments and saves multi-millions upon implementation. GTE initiated three MVT® experiments. The first experiment was with the initial service order process. Running 10 factors for 120 days, the experiment yielded 20,000 accounts resulting in 13.8% fewer accounts that proceeded into initial treatment. The second experiment was run to improve the results of initial collection activities. This resulted in 23.3% fewer accounts proceeding into non-pay, final or uncollectible status. The third experiment regarded 500,000 billing inquiries. This experiment reduced the volume of inquiries by 8.8% Pacific Bell Telephone - Pacific Bell used MVT® to reduce rework in database coding by $4.7 million in lost revenue annually. In less than eight weeks Pacific Bell completed both a screening and a refining MVT® experiment. Errors in coding had been creeping into the database causing rework that added up to $4.7 million annually in lost revenue. Using MVT® experimentation in accelerated time the team virtually eliminated coding errors. Additionally, Pacific Bell saw a 180% improvement surge in the accuracy of customer service orders. This resulted in an 89% reduction in the number of customer claims filed and a 50% reduction in the dollar amount that had to be refunded to customers. Pacific Bell Telephone - Pacific Bell reduces Caller ID churn resulting in a potential $7.7 million increase in revenue. With over 50% of Pacific Bell's customers' phones using complete blocking, customers were not enthusiastic about purchasing Caller ID. Too many phones were displaying "anonymous" or "unavailable" and something had to change. Using MVT® techniques a direct mail campaign was initiated to get customers to switch to selective blocking. The design included 25 factors and five demographic characteristics. The overall response rate was improved from 3.7% to 6.9% when the winning factors were used. The estimated increase in revenue from reduced Caller ID churn as a result of the unblocking effort could exceed $7.7 million. Request More Information about QualPro's Services Is MVT® right for you? Schedule a no obligation conversation with an MVT® Expert. |
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Since 1982, QualPro has used Multivariable Testing (MVT®) with 1000+ companies to test 100,000+ improvement ideas. MVT® tests between 20 and 40 ideas simultaneously, accurately predicting the bottom-line impact of potential process changes in weeks. Take existing process initiatives, like Six Sigma, to a whole new level. All process improvement tools and approaches (TQM, DOE, Six Sigma, Re-Engineering, SPC) can be enhanced through the use of Multivariable Testing by QualPro.
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