An American multinational telecommunications company enhances the efficiency and customer-centricity of call services for the Department of Motor Vehicles for a U.S. state.
SITUATION
Our client, an American multinational telecommunications company, was chosen as the prime contractor to lead the transformation and modernization of Motor Vehicle Call Services for a U.S. state. The aim of the project was to enhance the efficiency and customer-centricity of the services provided by the Department of Motor Vehicles (DMV). To achieve this goal, the client collaborated with Apex to revamp the service delivery model for the state's DMV.
“Apex helped us stand up an onshore, remote Support Service Team. In just a few short months, their team doubled the answer rate, decreased the average wait time two-fold, and increased customer satisfaction scores. Apex is helping redefine the way people engage with government services due to their efforts.” - Client Solutions Executive
Apex delivered a range of customized solutions, driven by cutting-edge technology and customer service excellence:
• Remote Support Center Services: operational from 8 AM to 5 PM CST, Monday through Friday.
• Talent Management Services: we deployed a team of 25 meticulously vetted Customer Service Representatives and a dedicated Support Center Supervisor to maintain the highest service delivery standards.
• Monthly Reporting Protocols: introduced to continuously track, measure, and refine service metrics.
Dedicated to operational flexibility and excellence, Apex has strategically developed these protocols to address current demands and anticipate future trends and needs in the public sector.
RESULTS
Merely two months into implementation, Apex strategic initiatives began yielding remarkable results. We curated and executed a tailored training agenda, ensuring rapid and seamless integration of resources. We also put in place a comprehensive framework for reporting Key Performance Indicators (KPIs), leveraging industry benchmarks to propel metrics such as Average Handle Time, Call Quality, Customer Satisfaction (CSAT), and Hold Time to new heights.
Additionally, by the end of the year, other successes realized include:
• Increasing the answer rate from 39% to 93%, despite call volumes increasing by 239%.
• Decreasing the average wait time for citizens requiring support by an outstanding 91%.
