About the Client
The client is a global multinational telecommunications conglomerate with a global subscriber base of more than 150 million customers. They provide a range of services spread around cable television, landlines, mobile phones, broadband, IPTV, digital media, Internet, Telematics.
The Client Challenge
With a huge customer base, the most challenging aspect for the client was managing and routing support requests efficiently which minimized customer effort and maximized resolution quality. While the client had a robust support ecosystem in place that gave them a good understanding of their customer’s pain points and needs with well-defined personas, the lack of real-time agent personas and the sheer magnitude of calls taxed their call flow and routing mechanisms and overloaded them – resulting in inefficiencies that gave rise to increased AHT (Average Handling Time), low CSAT and high customer churn. As a result, the customer experience was a hit or a miss and nothing home to talk about. The client needed to infuse intelligence into operations, overhaul the system to increase resolutions, manage routing and escalations, and drive CX (Customer Experience).