Contact Centre Productivity
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
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
Services offload
The provider was able to offload these services to an online self-service portal or mobile app
Customer interaction
This freed up the agents’ time, allowing greater focus on customer interaction, and provided them a detailed view of customers