The client
A leading telecommunications provider delivering reliable mobile, internet and entertainment services.
The challenge
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.
The solution
Probe CX designed a remediation model in collaboration with the client. The solution involved a combination of strategic and tactical measures:
- To meet varying support demands, Probe CX expanded the client’s voice and messaging customer support teams to over 200 full-time employees, including an onshore case management team.
- A team of highly knowledgeable experts formed a ‘champions panel,’ providing end-to-end customer support from acquisition to retention, ensuring personalised customer assistance.
- Agile huddles were introduced for ongoing customer solution evaluation and development.
- The client’s sales team received accelerated training for key service enquiry types.
The network operations division utilised 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.
