Customer Service for Telecom Implementation

CHALLENGE

The Customer’s Account Management team had a high average handle time and low first call resolution for calls coming into the center. Depending on the call intent, the Customer Service Rep (CSR) could have to swivel between multiple systems to answer customer inquiries, adding to AHT and increasing error rates.

SOLUTION

We implemented Pega’s Customer Service for Telecom to handle inbound account management calls. This eliminated the need for CSRs to swivel between systems and enabled self-service capabilities.

RESULTS

This solution reduced AHT by over 30 seconds and increased first call resolution. The solution also dramatically increased call deflection through the self-service option, allowing our customer to close multiple call centers due to decreased call volumes.