Contact Centre Productivity

advancedanalytics

Opportunity

Project scope

To reduce cost and increase customer satisfaction.

Traditionally contact center agents do not have granular level details to resolve customer complaints related to usage, rate plans, and network issues, resulting in ineffective call resolutions and customer dissatisfaction.

Telecom operators struggling to cope with increasing number of support cases.

Solution

Hadoop processing and storage

Leverage the processing and storage power of Hadoop to store, integrate and analyze millions of records related to subscriber records, usage records, billing details and network data.

Benefits

tracking
Analysis

On analysis of the complete historical data from contact center, the operator found that above 20% of the cases / calls made by customers were requests to waive late fees on monthly bills

operational
Services offload

The provider was able to offload these services to an online self-service portal or mobile app

callcenter
Customer interaction

This freed up the agents’ time, allowing greater focus on customer interaction, and provided them a detailed view of customers

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