- Industry: Telecommunications, full service provider
- Country: Switzerland
- Products: Dezide Contact Center, Data Collection / IoT
Quickline AG management wanted to reduce customer service costs and improve both quality and customer satisfaction at the same time by implementing a knowledge management system. It was a requirement that the solution would work seamlessly within the existing IT landscape at Quickline and that as many agents tasks as possible could be automated.
A three stage project was carried out with Quickline AG:
- Integration with ticket system and CRM
- Build up knowledge base for NOC
- Roll-out for all departments at Quickline AG.
Number one provider in First Call Resolution and lowest Average Handling Time in all of Switzerland.
- Average Handling Time
- Down from 10.30 to 6.3 minutes = 39% reduction
- First Call Resolution
- Up from 75% to 93% = 24% increase
These results were achieved mainly by structuring and optimizing the call center processes in a dynamic and flexible way, and by using the same knowledge base for both backend NOC and all call center agents. Furthermore, automating call center processes extensively through Dezide’s Data Collection Framework had an incredible effect on efficiency and quality.
The Quickline Group counts 24 independent network operators in the Quickline network and supplies around 420.000 households in the Swiss cable network market in the cantons of Berne, Solothurn, Aargau, Basel, Nidwalden, Lucerne, Zug, Schwyz, Zurich and Valais. Together, the partners offer Internet, fixed and mobile telephony as well as digital TV / radio.
In some regions, the Quickline Group is a provider of private services and provides them directly with the relevant services and products.
Quickline web site: www.quickline.ch
Nick Gast (Chief Operating Officer, Quickline) describes the challenge:
Quickline has grown from 5 to 35 customer service representatives within 4 years. The knowledge was wildly scattered and the problem solving process with customers on the phone was not organized or structured. That created inefficiencies due to lack of knowledge and process oriented problem solving. Quickline has grown so quickly, a knowledge database must be implemented to fulfill the needs of the roughly 500’000 customers in the best possible way. Additionally the average consultation with a customer lasted too long due to lack of process oriented support. Part of it was that in the process; the agent needed to open and interact with several support tools and interpret the information in each. Time and knowledge is of the essence and with the growing need from our customers, we needed to be on top of the game.
Why Was Dezide Chosen?
Nick Gast explains:
We looked at several different solutions; however, none of those fitted our needs as well as Dezide. Dezide is not only very easily being implemented or added via an interface to other already running systems, it is also the perfect tool to streamline the work of a customer service in-house or out of the office for our partners. In addition to have the history build in, it gives us the little edge to have a small CRM tool
Dezide’s technology enables any knowledge expert to elicit and formalise his knowledge in the form of potential root causes and repair steps / solutions and questions (related to error messages, tests and configuration). This knowledge is then made available to anyone who needs it, be it end customers, customer service agent or field service technicians.
Dezide Contact Center
This is a screenshot of the Dezide Contact Center embedded in the “QMC” CRM system: