Industry

Telecom

For many organisations, lowering customer resolution times while maintaining NPS is a core objective in order to effectively scale their operations.

This is particularly true in industries where customers expect product installation and reasonable maintenance services. While customer volumes grow, the average number of daily queries increases at a much greater rate. To avoid a decrease in overall satisfaction caused by an increase in customers, organisations must implement best practice workforce management and CX processes, suitable agent technology resources, and ensure the talent acquisition capacity to scale operations efficiently.

The Challenge:

Our client, a leading $15 billion telecommunications and media company, were seeing consistently suboptimal AHT which created a backlog in customer service volume. The AHT issue created lengthier waiting and resolution times for customers, subsequently decreasing overall satisfaction and NPS.

This had a direct impact on employee behaviour. Our client saw an increase in attrition and absence rates due to higher levels of stress which further perpetuated their challenge.

Additionally, they set out goals to grow their conversion rates of Sales through Service and decrease credits spent. When notable improvement was observed, our client also outlined their desire to scale operations.

Inefficient AHT causing backlog in customer queries.
Resulting decrease in NPS and overall satisfaction.
Increased attrition and absence rates.
Desire to increase Sales through Service and decrease credits spent.
Scale operations whilst maintaining KPI performance.

The Solution:

With a thorough understanding of our clients’ objectives, ResultsCX implemented tailored operations in order to achieve and exceed on the outlined objectives.

Set up an inbound customer service and tech support team.
Established a small support team for out of hours operations.
Provided a CNS team to support third party engineers.
Successfully scaled operations significantly through our talent acquisition capabilities and the strategical utilisation of overtime adjustments when necessary.

The Results:

Customised and adaptable operational implementation allowed our client to achieve their goals, scale their business and maintain operational performance.

AHT decreased by 32% over 12 months.
Operations scaled by over 300% across the year without decreasing KPI performance.
Annual revenue increase of $10 million.
Decreased credits spent by 32% over 12 months.
Exceeded client set objectives for Sales through Service by over 400%.
Recognised by the client as a centre of excellence in our first year of partnership.