The customer care team at TDC supports a wide range of telecommunications products within Internet connections, telephony and TV. In the first case study, TDC realised solid improvements in average handling time, customer satisfaction and quality of escalated cases. However, the overall performance of the call centre still wasn’t what they were after. They actually saw degraded performance in some areas as a result of using the Microsoft Customer Care Framework that acted as an “umbrella” for all the call centre applications.
A dedicated effort to build a unified agent application providing a simple and intuitive user interface powered by Dezide technology led TDC to greatly reduced training time and improved average handling time and customer satisfaction.