Call Center Optimization For a Large International Telecom Provider

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Case Studies

Call Center Optimization For a Large International Telecom Provider

Client Challenges

Dynamic growth of customer leading to very large and costly call center operations
Frequent introduction of new products
Low customer satisfaction and extremely competitive market
Outsourced operations for 1st level support, distributed across several call centers and external providers
High cost and high workload for customer-internal 2nd and 3rd level support
Ambitious cost savings target of >20% within 1 year set by customer
Long resolution times and frequent recalls by end customers

Our Approach

Investigate and analyze a large sample of tickets onsite with call center agents
Define areas for optimization
Design new solution processes, based on extensive root cause analysis
Create rules for problem resolution, to be integrated into rules-based system
Develop new, rules-based system as main call center tool
Connect the new tool to existing systems such as self-developed CRM system
Guide and support customer teams during optimization process, manage overall project

Impact

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