Customer Service Management of Rogers Cable Inc of Canada Essay

Customer Service Management of Rogers Cable Inc of Canada - Essay causeThe deregulation of the media and communication industry brought the major challenge before the monopolistic RCI. The Canadian Telecommunication Act of 1993 was goerned by three principles the universal service, fair intercession of the customers and interconnectivity of networks. This marked the arrival of a competitive market in the industry.There was a lead for RCI to survive among the potential competitors like Bell Canada. As the customers of RCI go away be thrown open to various options, thither was an urgent need to retain them. Consequently the customer service of RCI was facing a severe test. thereof the company conducted a refined outline in regard to its customer service. The analysis revealed the critical condition about RCIs service issue. The analysis produced that there was a significant number of double service calls subsequently the installation. An in-depth analysis conducted on a sample of 100 customers confirmed that 20% of them had a repeat work. After considering the historical data it was observed that 16% of the repeat works were done in the houses which had a new (within the previous 30 days) installation. This called for the need to rescript the prevailing customer service system which threw light on the cause of such considerable repeat work. The prevailing system, which was followed by RCI in arrested development the technical problems in households, involved outsourcing of service technicians. Since the demand for service technicians is seasonal, RCI opted for outsourcing.... The analysis revealed the critical condition about RCIs service issue. Cause of Poor Customer ServiceThe analysis produced that there was a significant number of repeat service calls after the installation. An in-depth analysis conducted on a sample of 100 customers confirmed that 20% of them had a repeat work. After considering the historical data it was observed that 16% of the repeat works were done in the houses which had a new (within the previous 30 days) installation. This called for the need to revise the prevailing customer service system which threw light on the cause of such considerable repeat work. The prevailing system, which was followed by RCI in fixing the technical problems in households, involved outsourcing of service technicians. Since the demand for service technicians is seasonal, RCI opted for outsourcing. Among all the technicians only 18 % constituted RCIs cable employees. This caused a communication gap amid the Cable technical Support area of RCI and the outsourced technicians. Due to this communication gap the technicians were unaware of the urgency of fixing the problem in the customers house. The company lacked a primal system that will connect the outsourced companies for technicians with RCI. While focusing on the outsourced technicians a major fault was noticed in their skill set and tools for problem fixing. The technicia ns were not educated about the new Roger products and didnt have sufficient technical tools to carry out a successful problem fixing. Solution to the ProblemThe company after analyzing the problem initiated a program across the organization named FTR (First Time Right). The objective of the program was to spread quality awareness about RCI. TrialThe program was experimented over a team