While the telecom industri has a longstanding reputation of being a call center front-runner, with solid improvements in average handling time, customer satisfaction and quality of escalated cases, there is still significant opportunity to increase the overall performance of the call center.
We know that the training time of new call center agents can take months, and we know that the average employment time for the same is often less than one year.
To maintain a leading role in a very competitive market, telecoms need to reduce the cost of customer service, agent churn, and training costs while improving the quality and consistency of service.
Show the right procedure at the right time
Instantly update the knowledgebase with new operating procedures
Automate difficult line and equipment tests
Dezide allows you to capture expert knowledge in a structured form, which will enable any user who accesses the knowledge base to address issues in the same manner as the experts and troubleshoot like the best.
Dezide supports a better and quicker transfer of skills enabling faster and better training of new agents.
Adapt to your workflows:
One simple interface for call center agents
Fast call handling
Seamless integration of line measurement data
Easy escalation and data transfer to technical field service
Precision problem resolution
Top service experience for customers
“Creating a high customer satisfaction demands simple and forward-looking customer service tools. Dezide has been selected as vendor to ensure customer service of the best quality”
Automatically evaluating data and presenting the most effective troubleshooting step based on that data, will reduce average handling time significantly while at the same time increasing the quality of service as the human element of data evaluation is eliminated.
As issues can be very tricky and complex in nature, it is vital that each troubleshooting step contains explanations, images, schematics, and videos, to make sure that each agent can follow the details of how to perform any steps in a troubleshooting guide in the best way possible.
Integration with existing infrastructure will ensure that all cases are logged and kept within the current CRM system. We make sure that all relevant data flows between the systems to maximize transparency in the process.
Our Telecom customers are succesfully increasing first Time Right and customer satisfaction, and also customers feel well informed after talking to a customer service representative. Furthermore, we have seen training time of new employees being reduced from eight weeks to two weeks, primarily attributed to automation as the system now performs many of the difficult training-intensive tasks automatically.
Finally, we have seen our customers experiencing a much faster turnaround time when implementing updates to the agent workflows. Changes are rolled out to the entire workforce in minutes as updates to the guides are instantly published to all users.
21% Reduction of Average Handling Time
18% Increase of First Time Right
34% Higher quality in escalations from first line to second line
12% Increase in CSAT (customer satisfaction score) for Hotline calls
37% Reduction in number of customers with an unacceptable fault-handling experience
World class service offerings requires a perfect union of data, information and knowledge and the ability to distribute the resulting offerings globally.
Turn the combination of our software platform and your expert troubleshooting
knowledge into a revenue generating product.
TDC is the largest Telco in Denmark. TDC is using Dezide in the call center and on their web page for self service.
Quickline supplies Internet, fixed and mobile telephony as well as digital TV / radio. Dezide is used in the call center.
