Problem
A US-based telecom provider with over 40,000 customers was facing several operational hurdles in its technical support infrastructure. The challenges included:
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- Difficulty in hiring and retaining support resources with multi-technology expertise.
- Inability to meet Service Level Agreements (SLAs), leading to dissatisfied customers.
- Managing 24×7 support outside the US was inefficient.
- Minimal tech intervention in support operations.
- Rising costs of support and flat CSAT scores.
- Failing to meet Key Performance Indicators (KPIs).
Objectives
Improve customer satisfaction through consistent technical support.
Introduce 24×7 coverage with proactive solutions.
Increase CSAT and achieve KPI goals.
Approach
Yitro’s team took a comprehensive approach to address the telecom provider’s challenges:
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- Assessed current support structure and identified key areas for immediate intervention.
- Created a tailored plan for transitioning to a centralized support model.
- Introduced success ingredients, including hiring right, reactive to proactive support ecosystem, and constant contribution to a knowledge base.
Solution
- Hiring Right: Assembled a skilled support team that led to less than 15% project attrition.
- Proactive Support Ecosystem: Implemented predictive and prescriptive analytics to catch system failures before they escalated.
- Knowledge Base Contribution: Developed a knowledge base aligned with KCS standards, increasing customer self-support tickets.
- Technology-Driven Support: Leveraged AI and ML for auto-ticketing, call documentation, and case triaging, reducing reliance on manual processes.
Result
In just four months, the telecom provider saw remarkable improvements:
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- Implemented a centralized CRM system connecting all support departments (Customer Support, Order Management, Billing, and Inbound Sales).
- Achieved stability in support resources by hiring the right talent.
- Improved Customer Satisfaction (CSAT) by 16%.
- Reduced Average Handle Time (AHT) by 12%.
- Increased Net Promoter Score (NPS) by 9%.
