Case Study: a top-three media and entertainment service provider saves $3M with Sutherland Global Services

Top-Three Media and Entertainment Service Provider - Customer Case Study

A top-three US media and entertainment service provider faced unmanageable operating costs and inefficiencies in its telecommunications technical support. Union labor rules governing its in-house call center prevented the establishment of formal processes and accountability, which negatively impacted its cost per contact and customer satisfaction scores. Sutherland Global Services was engaged to address these challenges.

Sutherland implemented a process transformation by developing new process mapping, efficient call flows, and streamlined navigation and scripting. This "smart model" enabled their global agents to handle contacts more efficiently, significantly reducing call handle times. The solution grew from 50 to 900 agents supporting multiple service lines across five global centers. As a result, Sutherland decreased the client's billable minutes by 2.5 million per year, saving the partner over $3 million in a one-year period.