Today, call center operators need access to information from multiple, complex, non-integrated systems, and be highly skilled, traversing multiple processes and touch points in order to efficiently handle customer service calls. With high attrition rates, the cost of training new staff and maintaining a consistent customer experience is a challenge. A national telecom service provider in Australia was faced with a challenge to improve call center efficiency by reducing call handling times and increase first contact resolution rates, for a superior customer experience.
The Apptium solution enabled agents to make informed decisions to troubleshoot issues quickly by providing all the necessary information in a highly efficient and user-friendly web interface. The care operators are able to focus on interacting with the customer, as the solution automatically performs customer validation and initial fault diagnostics; so that when the operator picks up the call he/she has immediate insight into the customer, service used, and the issue - resulting in significantly improved customer perception and sense of customer intimacy throughout the interaction.