This Telco customer of Metrica is one of the largest telecommunications companies in the world. They operate in 18 countries across Asia, the Middle East and Africa and serve over 100 million subscribers out of a total population of approximately 1.9 billion people.
They are expanding at a rapid pace by offering services at very competitive rates and unmatched customer service. Metrica helped them launch their services in new markets.
They are providing customer service through Contact center, IVR, SMS, Customer service portal and Retail channels.
Business Challenges
- Multiple channels of customer contact resulted in inconsistent customer contact experience
- Difficulties in implementing a cohesive customer experience strategy without enterprise-wide unified view of customer experiences
- Too many (50+) back-end systems (ACD, IVR, Autodialer, CRM etc) reduced the speed and effectiveness of strategic programs to drive up customer satisfaction level
- Lack of a robust partner (outsourced contact centers) performance management system to monitor SLAs
Solution Offered
Metrica provided an end-to-end customer experience management solution to monitor customer touch points. Customer touch point data sources integrated include ACD, several IVRs, Auto Dialers, Outbound dialers, CSAT survey managers, Multi-media system, and CRM.
Metrica platform was customized extensively to provide a cradle-to-grave reporting platform for unified view of their customer experience across contact channels. The solution was also customized to provide IVR effectiveness monitoring in a very detailed manner with nearly 10 different views of caller experience and several dozen metrics.
Business Benefits
Metrica’s solution implementation has resulted in both tangible and intangible benefits to various stakeholders of the Telco. It helped their teams to drive customer experience strategy in a holistic and cohesive manner.
- End to end view of customer experience across channels
- Improvement in agent productivity ( 5% to 8%)
- Reduction in MIS costs ( 70% to 90%)
