Optimize Customer Service Operation 

Benchmarking and Optimization Potential Assessment 

Consultancy Services

Benchmarking operation based on existing operational KPIs, Operational deep-dive with assessment of performance, Analysis and report of improvement potentials

References

Benchmarking 13 TelCo operators across Deutsche Telekom and 10 Telco operators across Ooredoo based on industry-wide benchmarking studies; 

Potential Analysis for operator in travel industry and more then 30 operators in Telco Industry.

Cost optimization by impoved Customer Satisfaction 

Consultancy Services

Consider both elements of the cost equation: Volume of contacts (elimination of irritant contacts, automation of repetitive contacts) and cost per contact (improvement of first contact resolution, elimination of contact transfer, reduction of contact handling time, improvement of occupancy, etc.)

References

1. Optimizing Volume of contacts: 1.1 Reduction irritant contacts – Deployed Waste Call Reduction, Voice of the Customer and Zero Dissatisfaction concepts across Europe, saving 20%+ annual service costs by continually improving customer satisfaction, 25% call reduction for a Telco in Tunisia, 10% for a Telco in Algeria by eliminating irritant calls- 

1.2. Automation of repetitive contacts – 25% of written contacts for Telco in Austria, Poland and Morocco, 80% call deflection for Telcos in Czech Republic, Austria, Netherland and UK, 50% instant message reduction for Telco in Myanmar and Maldives, 30% Chat reduction for Telco in Morocco, Reduced cost baseline by 50% by reducing call volume (-58% in 3 years) through Shift to Self-Service (IVR deflection rate to 80%) and First Call Resolution (to 85%) across MENA and Asia REgion, - 

2. Optimizing Cost per Contact – 2.1 improvement AHT for Telco in Kuwait, Romania, Germany, 

2.2 improvement of occupancy for Telco in Morocco and Germany, 

2.3. First contact resolution improvement for Telco in Romania, Oman, Kuwait, Indonesia and Tunesia, 

2.4.reduction of transferred contacts for Telco Romania and Germany .

Optimize Operational Model 

Consultancy Services

Analyze the potential and set-up new opertaional models based on service differentiation, service specialization, blended operations, multi-language operation, 24/7 around the clock/ around the world operations, 1st/2nd level operations, etc.

References

Introduced Service Differentiation across 7 european Telcos

Introduced value-based customer segmentation in all contact centre across 10 Telcos in MENA andAsia, 

introduced VIP service for Telco in Qatar, Kuwait and Morocco, 

introduced service specialization like retention in 10 Telcos across Europe, in Morocco and Qatar, technical support in Romania, Morocco, special bookings for hospitality in Germany; 

introduced blended operations – calls and emails in Morocco, Romania and Germany; chat and emails in Morocco, Algeria; whatsapp and calls in Morocco -24/7 around the clock around the world operation for hospitality in Germany; 1st/2nd level operations in Romania, Morocco, Germany, 

Introduced service differentiation and specialization with 40% efficiency improvement and 100% revenue boost in Romanian Telco

Planning and Forecasting 

Consultancy Services

The foundation of an efficient qualitative customer service operation is a proper contact volume forecast based on historical evolution, business forecast and consideration of effects of special events

References

Set-up and operate professional forecasting for Telco in Oman, Tunisia, Romania, Germany, Morocco