Comcast is one of the largest providers of cable and other consumer entertainment services in the U.S.. The company was experiencing a number of operational and organizational challenges within its New England Customer Care division. PowerHouse was engaged to perform an assessment of the operations group that supported its multi-site virtual Call Center. As a result of the assessment and a follow-up engagement, PowerHouse was able to help Comcast reorganize its operations support group, its CSR performance metrics, and its workforce management processes across the region. PowerHouse conducted training of 120 Call Center supervisors spread among the region’s six Call Center sites; this ensured that the new metrics and procedures were successfully implemented.
MCI WorldCom’s Government Markets division faced rapidly expanding Customer Service and Help Desk interactions. The division needed help to upgrade and expand its service application to address workflow associated with phone calls and e-mails. PowerHouse analyzed work processes, modeled work group requirements, and identified the service levels needed for the rollout of existing and anticipated business programs. An initial report assessed application requirements and critical success factors. WorldCom then turned to PowerHouse to oversee the implementation of the software upgrade and process improvements required for project success.
For more than 15 years, PowerHouse consultants have provided both short- and long-term expertise to Verizon and its educational, government, and corporate customers for post-sales order management and system cut-over activities. These telephony professionals support customers throughout New England and New York by providing system design, user training, Help-desk support, and follow-up for Verizon products and vendor phone systems. The Verizon projects are large-scale and complex in nature. PowerHouse staff are very visible to customer organizations and know the inherent issues and complexities involved.