TELVISTA, INC.
DALLAS, TX

Telvista Puts "Pedal to the Metal" for Car Rental Company Client: A Leading Global car rental company : This client contacted Telvista while still operating in-house contact centers in Canada and the U.S. The client wanted to explore outsourcing, including nearshore and offshore solutions, for cost reduction. They also wanted to keep their in-house levels of quality and responsiveness to their customers. Our client decided to outsource two sets of complex and business-critical customer service calls – domestic and international car reservations – with Telvista. The Telvista Solution : Telvista reduced the client’s costs while maintaining quality metrics by delivering the program out of Tijuana. We met an aggressive launch date for this program, getting from contract signing to agents taking calls in only one month. Other Telvista benefits for this travel company are the security (both data and physical) and telecom compatibility that our Campestre site delivers. From our secure building to the enclosed agent area on-site, Telvista delivers the security our client needs. On the technology side, our IEX workforce management system is highly compatible with the client’s IEX system, and our telecom solution was easy to implement for both voice and data connectivity. : As the client’s support partner, Telvista: : Telvista’s performance has encouraged our client to expand with additional agents and new programs in Tijuana. The client notices and comments on the pride and professionalism shown by everyone from the executives to the agents supporting their program. We have built this program not only as a cost reduction effort, but as a long-term relationship with a valued partner. Let one of our experts customize a solution to fit your needs. Call Telvista today at 1-800- 563-9699 to learn more. Or visit us online at www.telvista.com. A prepaid wireless company sought customer insights at the moment of truth Client: Regional wireless company : A fast-growing wireless company with over 1.5 million customers had a limited understanding of their customers. The company offers prepaid wireless phone service. Since the services are prepaid, the company does not have an address or ZIP code for many of its customers. To make phone activation fast and easy, the company was asking for relatively little demographic information about its customers. Due to the limited information customers provided at the time of activation, the company did not have access to information such as who was buying their services and why, or what customers thought was valuable about their wireless service. The Telvista Solution : The client turned to Telvista to acquire the customer knowledge they needed at a price they could afford. Telvista implemented an IVR-based survey solution for the client. Automating the survey using a custom IVR makes the survey process repeatable, reliable, and cost-effective. Automation also enables real-time web-based reporting for flexible and instant access to the latest customer information. Telvista’s survey solution captures the ZIP code, age, employment/student status, and household income of each person who calls to activate service. The survey also discovers what attracted the customer to purchase the service, and whether the customer also uses other wireless services. By making the survey part of the activation process, the rate of completion is very high. And by handling all data collection through self-service technology, the client saves 60% on per-minute costs alone. A common fear among companies that contemplate outsourcing is that the company will lose direct access to customer information. However, this client actually gained customer insight that they could not have acquired otherwise, through Telvista’s robust technology platform and consulting expertise. : The client was thrilled by the often surprising customer insights presented by the Telvista solution. The client continues to expand and revise their data collection efforts in order to gain fresh insights. Ongoing data collection allows the client to monitor results of targeted marketing, identify shifts in the preferences of customers the company attracts, and much more. Both initial and ongoing insights have proven to be important weapons in the client’s marketing arsenal. Let one of our friendly experts customize a solution to fit your needs. Call Telvista today at 1-800- 563-9699 to learn more. Or visit us online at www.telvista.com. Telvista helps to improve customer satisfaction and retain customers for a banking institution Prior to engaging with Telvista, the bank was assessing quality solely through an internal group and measuring their customer interactions with a limited scope. This method only produced half of the picture, leaving the bank to make assumptions as to how customers really felt about their services and interactions. But to effectively measure and improve customer satisfaction, banks need to obtain feedback directly from their customers so they can take action on improvement areas and continue to do well in strength areas. Telvista helped the bank do just that! Telvista Solution: Telvista’s goal for this banking client was to help them identify specific areas where they could improve customer satisfaction. In order to accomplish these tasks, Telvista conducted a needs analysis with the banking institution and developed seven simple survey questions. These questions were recorded by a professional voice talent and incorporated into an Interactive Voice Response System (IVR). Customers are now transferred into this system directly after their call with a banking representative to take this brief (approximately one-minute) survey. With the information gathered in the IVR, the bank chose to focus on improving the friendliness of the bank representative, the accuracy of the information provided, and call resolution rates. : With the information gathered through the survey, Telvista helped to reveal key attributes that drive customer loyalty, and uncovered trends that allowed the bank to make the changes needed to increase customer loyalty. Additionally, dissatisfied customers now have the option for their call to be directed to a special customer service group who will address their concerns.