Telecommunications

Case Study: Clearwire

In April 2008 Clearwire approached gem with a view to outsourcing their business for the first time in Ireland and Belgium. They had an extremely high customer contact rate of almost 55% and one of their main aims was to reduce this by 5% over the year. They also wanted to portray a more professional customer image and improve CSAT scores while working toward a more cost effective model.

Overall gem has been able to reduce customer contact volume by 44.4% in Belgium and 49.99% in Ireland since the contract began. Initially the Irish team lead the way by cost effectively reducing contact volumes but the Belgian team have caught up in these stakes. Understanding the Belgian market took slightly longer as the customer was an unknown for many of the French and Dutch speaking agents who generally have relocated from France as opposed to the Belgian French and Flemish speaking country.