DIRECTV, one of the leading telecommunications companies in Colombia, partnered with Izo to design a multichannel strategy that would improve the quality of the service offered to its customers. With nearly 1,000 employees, DIRECTV sought to optimize its call center operation and other customer service channels to ensure an exceptional experience for its users.

The project began with an exhaustive analysis of DIRECTV's call center, as well as other communication channels, such as online chat and email. The quality of the service offered on each channel was evaluated, identifying areas of opportunity and possible improvements.

During this analysis process, nearly 50 findings were identified that required immediate attention to improve the customer experience. These findings ranged from operational efficiency to quality of interaction with customers and overall service satisfaction.

Based on these findings, Izo's team worked in collaboration with DIRECTV to develop a set of 28 recommendations for action. These recommendations addressed key areas of improvement in the different customer service channels, with the objective of optimizing service quality and customer satisfaction.

The recommendations included improvements in operational processes, the implementation of more efficient technologies, staff training and the optimization of workflows. In addition, specific strategies were developed to improve the customer experience on each of the communication channels used by DIRECTV.

By implementing these recommendations, DIRECTV was able to significantly improve the quality of its customer service. Waiting times were reduced, operational efficiency was increased and the customer experience was optimized across all communication channels.

In short, the partnership between DIRECTV Colombia and Izo resulted in the successful design and implementation of a multichannel strategy that improved the quality of the service offered to the company's customers. Thanks to this project, DIRECTV was able to position itself as a leader in the telecommunications sector in Colombia and guarantee an exceptional experience for its users.