Telecommunications Case Study
Telecommunications Company
Telco Turns Call Center to Profitability Center
With four call centers across the United States, this telecommunications company wanted to integrate phone, cable and high-speed internet billing with its billing operations support system. The objective, of course was for faster call resolution, faster payment and improved customer service.
docHarbor utilized its capability to capture reports and statements to a single repository - regardless of the document's original form or port of origin - and made current customer account information available, in whole or in part, to the call taker instantly.
The benefit to the telecommunications company has been not only increased customer satisfaction with an improved first-call-resolution record around-the-clock, but also with improved customer service department productivity by 50% (based on reducing the time of the average call).
The benefit has been to enable customer service representatives the time and positive environment produced by speedy resolution to cross-sell and up-sell other offerings, like cable or high-speed Internet to phone customers.