A leading brand in the Telco sector had contracted a BPO to handle its call centre operations. The Telco then encountered performance challenges. To address the negative impact on KPIs and customer experience, Genii Analytics partnered with the Telco. The objective was to try and determine which challenges sat within the BPO’s control and which were in the Telco’s control.
Understanding this difference of agent controllable and non-agent controllable is crucial for leaders, aiming to tackle the root causes of performance challenges. It will also give them the power to implement effective solutions. We focused on all customer satisfaction and operational efficiency KPIs, analysed every four weeks to address persistent issues from regular and ad-hoc tasks.
We uncovered the root cause hidden in several foundational agent knowledge challenges that affected multiple KPIs, leading to ineffective customer service. Having to call the customer care team twice for a single issue can be inconvenient for both customers and contact centre agents.
We offered valuable insights and action points to the Telco client and their BPO provider, identifying root causes behind low first-call resolution and customer satisfaction. This enabled them to implement effective changes. They found the operational insights invaluable. Full visibility into their customer interactions allowed them to uncover the ‘why’ in their conversations.
Agent behaviors when there are knowledge gaps allude to those that have negative customer impacts. Agent calls were found to be longer due to call avoidance . 43% of the agents did not know how to resolve certain customer challenges. They did not have the confidence in how to use the systems effectively, troubleshooting, and lastly the processes to follow. This drives repeat calls due to expectations not being set effectively. Trying to get agents to use the knowledge base tool or educate customers on self-service seems less likely to happen.
The results were remarkable!
Agent-controllable issues in FCR reduced from 43% to 7%.
Repeat calls reduced from 40% to 20%.
Which contributed to a 59% improvement in handle time.
Now, the Operations team is confident in their action plans as they identify the root causes. From agents to senior management, it excites them to see continued growth and business improvements. This also means that their customers are much happier with the knowledgeable support, that can also educate them to self-serve.
