Enhancing credit adjustment accuracy for a major media company

Client: 

The client is a major media company with a large customer base in the United States. 

Challenge: 

The Vice President of Customer Care faced challenges in identifying legitimate credits issued by care agents. With limited oversight, less than 1% of adjustments underwent audit, impacting customer satisfaction and billing accuracy.  

Incorrect adjustments led to billing discrepancies and negatively affected customer expectations and satisfaction. 

Solution: 

eClerx proposed a hybrid approach combining people and technology to tackle these challenges. The solution involved collecting and analyzing historical data and adjustment reason codes, where it was identified that 5 out of 24 reason codes accounted for over 70% of the credited dollars, with approximately 20% deemed invalid. A comprehensive program was then developed to flag unqualified adjustments for reversal.  

This program ingested credit metadata and analyzed voice interactions and transcripts. Fallouts were manually audited to ensure accuracy, and actionable feedback was provided to agents to enhance their future performance. Additionally, a change management process was implemented to maximize the adoption of the new system and minimize risk. 

Impact: 

The initiatives resulted in significant improvements. 

• Enhanced productivity by allowing the team to focus on higher-value tasks. 

• Reduced costs by eliminating unnecessary callbacks. 

• Strengthened risk management capabilities. 

The solution achieved a projected Return on Investment (ROI) of 1.75x in the first year and 2x in subsequent years.  

Additionally, the client experienced enhanced trust, customer loyalty, and increased customer satisfaction. 

This collaboration demonstrated the effectiveness of combining data analysis and technology to improve credit adjustment accuracy and customer care processes, leading to substantial business benefits.