الخدمات الإستشارية
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
- Achieved cost savings of over 35%
- Reduced average call handling time by over 75%
- Developed new system – based on existing components and standard SW products
- Guided implementation during less than 12 months
Featured Case Studies

»

»

»
MP Brochure

اتصلوا بنا