Overview
Our Client is part of the world’s leading international mobile communications group. It has received the second public mobile networks and services license in the State of Qatar. Our client switched on its mobile network in March 2009 and shortly after started delivering great value to its customers with a range of exciting products and services.
Intelenet Global Services handles two processes:
Our Client is part of the world’s leading international mobile communications group. It has received the second public mobile networks and services license in the State of Qatar. Our client switched on its mobile network in March 2009 and shortly after started delivering great value to its customers with a range of exciting products and services.
Intelenet Global Services handles two processes:
- Customer Care: This process extensively deals with the customers from Prepaid and Postpaid Services provided within customer care for Network Issues, Change of Plans, Mobile Internet Settings, offers & promotions, complaint Handling (Wrong Charges/Balance Reduction)
- Dealer Help Line: This process is involved in is proceeding orders, bar, unbar requests, activation and deactivation of roaming.
The calls are routed based on skill segregation. Arabic and English calls are handled from Egypt and Qatar, whereas, Hindi and Malayalam calls are handled form India.
The Intelenet Impact – Value Delievered
The process scored an 8.1 on a scale of 10 on the customer delight index.
- Customer Complaints are minimum right from the commencement of the process
- Improved the client’s quality scores considerably as compared to past vendors and in – house
- Customer Satisfaction (C – Sat): Met and exceeded C – Sat scores for both pre – paid and post – paid processes.
- Scaling up operations currently.
- Values like Speed, Simplicity, Trust, Vitality and Worldliness that are set by the client are met regularly
- Customer’s issue escalations & reporting any deviations hindering process so prompt resolution can be obtained
Overview
Our client is the largest wireless service provider in the US. The client’s business need was quick and efficient customer service. The toolkit replaced manual processes and managed critical business tasks including account billing, payment, technical troubleshooting, call tracking providing agents a ‘single view’ of different processes thus enabling quick resolution of customer issues, knowledge management, effective marketing and promotion, minimal escalation and lower agent attrition
The client’s existing legacy system was forcing customer service agents to browse multiple screens to access customer account information and reports resulting in an increased hold time for customer reducing their satisfaction score. Additionally, due to the tedious nature of the process and non-availability of reports, accuracy of service delivered was being compromised. To ensure customer satisfaction, the client required a very high level of First Time Query and Complaint Resolution (FTR), and low Average Handing Time (AHT).
Intelenet’s innovation is the development of a comprehensive and cost effective CRM toolkit for the client’s customer service operation that enhanced agent productivity leading to reduced cost and increased ‘end customer’ satisfaction.
Intelenet’s customized CRM toolkit was cost – effective and used state – of – the – art technology with the highest possible security and connectivity infrastructure that seamlessly integrated with the existing technology infrastructure. The tools were also web based, therefore easy to deploy and use. A brief summary of the CRM tools that helped enhance productivity are:
Our client is the largest wireless service provider in the US. The client’s business need was quick and efficient customer service. The toolkit replaced manual processes and managed critical business tasks including account billing, payment, technical troubleshooting, call tracking providing agents a ‘single view’ of different processes thus enabling quick resolution of customer issues, knowledge management, effective marketing and promotion, minimal escalation and lower agent attrition
The client’s existing legacy system was forcing customer service agents to browse multiple screens to access customer account information and reports resulting in an increased hold time for customer reducing their satisfaction score. Additionally, due to the tedious nature of the process and non-availability of reports, accuracy of service delivered was being compromised. To ensure customer satisfaction, the client required a very high level of First Time Query and Complaint Resolution (FTR), and low Average Handing Time (AHT).
Intelenet’s innovation is the development of a comprehensive and cost effective CRM toolkit for the client’s customer service operation that enhanced agent productivity leading to reduced cost and increased ‘end customer’ satisfaction.
Intelenet’s customized CRM toolkit was cost – effective and used state – of – the – art technology with the highest possible security and connectivity infrastructure that seamlessly integrated with the existing technology infrastructure. The tools were also web based, therefore easy to deploy and use. A brief summary of the CRM tools that helped enhance productivity are:
- Provides real time and accurate Year to Date (YTD) data on all performance metrics enhancing management touch time.
- Provides standardized comments to better understand customer trail leading to improved one call resolution.
- Empowers agents to immediately capture and understand customer issues on an easy to use system speeding up response time.
- Review of operational & financial metrics which can be viewed up to YTD basis enabling management to identify variation drivers
- Shrinkage directly impacts revenues in terms of increasing site billable minutes. Tracking on time and accurate data for all off phone activities ensures optimum revenue and production time.
- Facilitates accurate and real time tracking of each associate’s exceptions to enable training & course correction and save valuable time.
The Intelenet Impact – Value Delievered
- Intelenet’s innovative business solution helped the client gain in many ways mainly in improving efficiency, service and business performance.
- Increase in the number of processes being outsourced to us. The outcome of the result delivered was that, 100% of all call volumes for the defined product is outsourced to Intelenet only
- The site run by Intelenet was recognized by multiple clients the best outsourcing site as a result of our excellent performance and quality delivery.
- 20% crunch in process training timelines with all documentation done in – house
- 25% productivity gains achieved through forecasting and scheduling models developed in – house
- Consistent 87% First Time Resolution (FTR) with less than 3% escalations
- As a result of the digitized tools deployed, the client received benefits of over USD 2 million.
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Dec’09 – Intelenet has been preparing for the myriad of changes that will occur from Universal Access
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“Intelenet’s people – centric approach, with emphasis on employee engagement and work – life balance earned Intelenet the #20th position in The Economic Times – Great Place to Work Survey, 2010.”
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