A multi-faceted solution
Viasat is one of Sweden’s largest TV providers and owned by the digital entertainment company MTG, Modern Times Group. The channels belonging to Viasat Broadcasting are TV3, TV6, TV8, TV10, several sport and movie channels and many more. Their selection of satellite TV consists of both their own as well as international channels, such as CNN and Disney Channel. Viasat is constantly working to improve their customer service to ensure reliable support for all their customers.
Speedy, simple and user-friendly
One part of Viasat’s efforts has been to invest in contact center solutions from Voice Provider. Due to these services, they have been able to make significant changes both internally and externally. Every one of their customers now receives more efficient support in a simpler way, according to their needs. For the employees the new solution has brought with it a simplified way of receiving training as well as user-friendly monitoring that is easier to oversee.
A collaborative effort
We also worked along with Viasat to develop a feature for recording calls as a part of our CCL, our contact center system. The feature for recording calls has both simplified the process of training new agents as well as reducing the turnover of customer service staff. In addition, all employees are able to track the results from incoming errands through customized wallboards and they have a constant overview of the customer calls that have been served – in real-time.
Control through a simplified administrative structure
All of Viasat’s incoming calls is handled by Voice Provider’s cloud-based Flex solution. Flex provides Viasat with a clear and illustrative overview of the amount of calls and where they are directed. And if they choose Viasat can redirect calls or a flow of calls in a fast and simple way, directly through the solution.
Self-service never sleeps
Through the technical support feature, a customer can quite simply go through different solutions to more or less common problems – or activate a new satellite card, without having to go via a customer service agent. And they can do so at any hour of the day.
Reliable and efficient
We delivered solutions that lived up to Viasat’s high demands on operational reliability. As a TV provider, an interruption of a broadcast lasting no more than one minute can result in dissatisfied or lost customers, making it all more important to customize the solutions to Viasat’s specific requirements.
Due to our collaboration, Viasat has been able to make large-scale changes and applied more efficient methods of running their customer service. Voice Provider is currently handling over 3,5 million calls for them. Of these calls, over 150 000 calls are directed through our self-service solution.