SaskTel offers a wide range of services, from telephone and television to internet, cellular, wireless data and security monitoring, for more than 1.4 million customers in Saskatchewan, Canada. Ranked top in customer satisfaction for full service providers in Canada by J.D. Powers and Associates, SaskTel is serious about offering a great customer experience.
In the past, each salesperson in the Customer Relationship Center (CRC) was responsible for managing the entire process, from making the sale through provisioning, activation and billing. SaskTel realized that this model did not make the best use of their people, and undertook a CRC redesign to:
SaskTel selected Genesys Enterprise Workload Management to solve the essential problem of managing work. Now, the sales team focuses only on sales interactions. The back office uses a “multi-skilled” agent model, where agents handle both real-time, inbound calls and non real-time service fulfillment tasks. The Genesys solution automatically routes both tasks and interactions based on agent availability, and business priorities. With this new rule-based prioritization, SaskTel can consistently achieve their promised service levels to meet customer expectations.
“The Genesys solution is helping us improve our sales performance on the front end while protecting customer retention by providing a consistent customer experience. And because calls and tasks are now prioritized according to business and customer needs, we’re operating more efficiently and effectively than ever before.”
Stephen Blayone Director, Consumer Sales, Sasktel