Customer Care processes in Telecom
Digital transformation in Telecom Customer Care
the Problem
A lot of documents received from customers were left without a reply or the reply was delayed
Customers were iritated and many of them were terminating agreements with the company
The company was losing customers that could easily stay with it if the right responses were provided
No/rare analysis of root causes of customer complaints
No/rare anticipatory actions made for customer to avoid complaint
KPI Before
Large quantity of customer complaints regarding customer services
Long Medium time needed to resolve a complaint
High churn (quantity of customer leaving a company in a period of time)
The implemented Solution
Multi-channel registration tools for all types of customer notifications
SLA management
Proactive support for the customer retention process
Complaints process suport
Dashboard of all customer cases and analytics
Tools for root causes analytics and avoiding complaints
KPI After
Quantity of complaints reduced by 30%
Reduced Medium time needed to resolve a complaint – 95% were resolved in 5 days
Reduction of churn by 10%