TRANSFORMING TELECOM CUSTOMER SUPPORT
[ TRANSFORMING TELECOM CUSTOMER SUPPORT ]
A STRATEGIC APPROACH TO REDUCE CALL VOLUMES, BOOST DIGITAL ADOPTION, AND REALIZE $4 MILLION IN ANNUAL SAVINGS
- PROBLEM
- Key Challenges?
- Our Solution
- The Result
A telecom organization faced substantial costs and a negative impact on its
bottom line due to a high volume of calls from a 10 million subscriber base,
averaging one million calls per month.
- Customers used to the ease of connecting with Customer Care (High SL
delivered) - Did not have an alternate Self-serve option to sort things themselves
- Billing Defects which were not identified prior to Bill Generation resulting in calls
- Low Mobile App penetration
- Introduction of Virtual Assistant (VA), Chatbot capability. High volume intents were built for VA to handle
- Enhancement to Mobile App to build high volume customer intents on Billing,
- Payments, Fulfillment orders etc.
- Digital Penetration - Deflection to Digital Channels for App Installation through Customer Care
- Introducing certain Plans / Packs at discount via the Digital Channels
- Bill Defects audit & necessary Data Fixes introduced prior to Bill Generation
- 30% Call volume reduction
- 3x increase in the Mobile App Subscriptions with numerous new intents
added to the App - Built Digital capability of VA, Chatbot with more intents getting added to
handle customer queries - Annual Bottom Line Savings of $4 Million
