Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?
TELECOMMUNICATIONS PROVIDER IMPROVES NET PROMOTER SCORE BY 53%
20%Customer complaints decreased by 20%
70%Case management activity reduced by 70%
22%Average handling times improved by 22%
A leading telecommunications provider delivering reliable mobile, internet and entertainment services.
The client swiftly moved customer service lines offshore as part of a cost optimisation strategy. However, this approach led to an initial rise in customer complaints and churn. Additionally, problems with NBN capacity allocation caused some customers to pay high fees for bandwidth they didn’t use, while others didn’t get enough bandwidth.
Probe CX designed a remediation model in collaboration with the client. The solution involved a combination of strategic and tactical measures:
The network operations division utilised Probe CX’s digital messaging capabilities and agile maturity to implement Oration, an AI and machine-learning solution supporting guided customer journeys. Oration accurately forecasted customer usage by analysing historical and current data, considering factors like day-of-week, weather and sporting events.
The ramping of customer support channel coverage, implementation of an expert panel, various process optimisation strategies and Oration resulted in significant improvements:
- Customer complaints decreased by 20% and returned to pre-transition levels
- Case management activity was reduced by 70%
- The offshore service provider improved average handling times by 22%
- Net promoter score (NPS) increased from +44 to +67
- Customer transfer rates were reduced from 24% to less than 4%
- Sales performance in various departments exceeded targets, ranging from 40% to 103%
- Fees paid to NBN for bandwidth costs were reduced by $4 million per year.
The automation set up a baseline for machine learning to be applied for future demand forecasting with their legacy system functionality now centralised into a single system, improving usability.