Telecoms business increases call handling capacity by 50%
We worked with a large European telecoms company, to improve its customer care and technical support. We used data regarding customer accounts, product details, best practice and issue resolution expertise to create a responsive trouble-shooting guide.
Call handling capacity increase
Brazilian financial services provider, Teledata reduces exceptions & increases sales
Our digital decisioning engine was used to rapidly capture and then automate the credit authorization process, as well as provide decision-making support to front-office agents. Furthermore the average handle time required to handle authorization exceptions by agents in the contact centre reduced to 5 minutes. The solution resulted in savings to both top and bottom line, since additional agent capacity led to a double digit increase in sales alongside a reduction in exceptions and poor-quality risk decisions.
Reduction in exceptions
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