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Technology in Action

A leading telecommunications company’s video customer care operations faced inefficiencies, fragmented technology, and declining customer satisfaction while serving over 20 million customers. Ineffective processes, limited automation, and outdated tools hindered scalability and responsiveness, resulting in longer resolution times and higher operational costs.


As Vice President of Customer Care and Center Operations, I led a transformative initiative to integrate advanced AI tools, modernize CRM systems, and optimize processes to enhance customer experience and operational efficiency.


Key Outcomes:


  1. Customer Satisfaction: Increased satisfaction scores by 15% in the first year.

  2. Efficiency Gains: Reduced average handle times by 20%, improving responsiveness.

  3. Cost Savings: Cut operational costs by 25% through automation and process improvements.

  4. Employee Empowerment: Boosted agent productivity and satisfaction with modern tools and tailored training.

This project revolutionized customer care operations, aligning cutting-edge technology with strategic goals and empowering employees to deliver exceptional results, solidifying the company’s industry leadership.

Challenge


A large telecommunication company's video customer care operations, serving over 20 million customers, faced challenges in efficiency, response times, and customer satisfaction. The existing technology stack was fragmented, limiting scalability and preventing the seamless delivery of exceptional customer experiences.



Key Issues


  1. Inefficient contact center processes causing high operational costs.

  2. Limited automation capabilities in handling large volumes of customer inquiries.

  3. Suboptimal tools for agents, leading to longer resolution times and reduced satisfaction scores.



Solution


As Vice President of Customer Care and Center Operations, I spearheaded a comprehensive transformation project. The initiative focused on integrating cutting-edge AI tools, enhancing CRM platforms, and empowering employees with advanced technologies.



Key Actions


  1. AI Implementation: Integrated AI-driven chatbots and natural language processing (NLP) tools to handle basic customer inquiries, freeing agents for complex issues. Deployed machine learning models to predict customer needs and deliver proactive solutions.

  2. CRM Modernization: Partnered with product and engineering teams to replace legacy CRM systems with a scalable, user-friendly platform. Streamlined agent workflows, improving access to customer data and reducing response times.

  3. Process Optimization: Redesigned contact center processes using Lean Six Sigma methodologies to enhance efficiency and effectiveness. Trained agents on new tools and processes, ensuring seamless adoption.



Outcome


  1. Customer Satisfaction: Achieved a 15% increase in customer satisfaction scores within the first year.

  2. Efficiency Gains: Reduced average handle times by 20%, leading to faster resolution and happier customers.

  3. Cost Savings: Lowered operational costs by 25% through automation and process improvements.

  4. Employee Empowerment: Enhanced agent productivity and job satisfaction with modern tools and tailored training programs.



Impact


This initiative not only transformed customer care operations but also demonstrated how technology, when aligned with strategic goals and empowered by skilled employees, can drive exceptional business outcomes. The project received internal accolades and contributed to the company maintaining its industry leadership in customer satisfaction.

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