Production is going on.
Calling for productivity
How we helped a large call center improve productivity and turnaround time.
Client
- Client
Challenge- Solution
- Impact
- Conclusion
Client
The telecom industry is undergoing rapid transformation, with technologies like 5G reshaping the business landscape. Telecom businesses must adapt to changing consumer behaviors and remote work dynamics post-pandemic. This evolution is critical for delivering seamless connectivity and meeting growing demands. Our client, one of the largest call centers in Brunei, was facing similar challenges.
Challenge
Being Brunei’s major telecom player, our client serves a major proportion of the country’s telecom users. The client struggled with an overall lack of integration in their services and workflow. Their system lacked adaptability to new policies and processes. Their grievance handling system lacked a unified approach, which led to delays in resolution. Most of the contact centers were silos, which resulted in poor transparency. Addressing these issues requires advanced business solutions, which could integrate the siloed systems within the company.
Their challenges included:
1
Disparate services and workflow
2
Lack of a system that adapts to changes in policies and processes
3
Lack of a unified approach to grievance addressal and no timely resolutions
4
Siloed contact centers
5
Lack of transparency
Solution
To overcome challenges, the client chose to partner with Bahwan CyberTek. Our solution for the client, one of the largest call centers in Brunei, involved the implementation of an Enterprise Business Solution (EBS) tailored for customer care services. Faced with challenges such as a lack of integration, delayed resolutions, adaptability issues to policy changes, transparency gaps, and siloed contact centers, the EBS offered a comprehensive remedy. We outsourced customer care support and introduced a centralized operation by integrating disparate contact centers into a single, streamlined unit. This enabled service providers to efficiently manage customer interactions, significantly improving response times and decreasing the call drop rate. The EBS also provided upfront information to enhance first-call resolution rates and overall productivity. By deploying this solution, we delivered a holistic improvement in the client's operational efficiency and safety, addressing their core concerns and paving the way for a more integrated and responsive customer care system.
1
Implemented Enterprise business solution (EBS) for customer care service.
2
Outsourced support for customer care services.
3
Enabled the service providers to manage customer interactions.
Impact
The impact delivered by the solution proved significant. We helped the client streamline and centralize their contact center, leading to an overall improvement in efficiency. The implemented Enterprise Business Solution (EBS) not only resolved the immediate challenges faced by the client, but also delivered substantial business value. The deployment led to improved response times, a remarkable increase in the percentage of first-level resolutions, and a significant reduction in call drop rates. The client had to handle only 60% of the total calls received from the call center. This translated into enhanced overall efficiency for the government-to-citizen (G2C) department agents and technicians, streamlining their workflow and boosting productivity. The EBS also contributed to a safer and more transparent customer care system, aligning with the client's goals of providing timely and effective services. Ultimately, our solution brought about tangible improvements, ensuring a more responsive, integrated, and efficient customer care service that positively impacted the client's operational outcomes and customer satisfaction.
1
Outsourced customer care support to improve G2C resolutions.
2
Integrated disparate contact centers into a single, centralized contact center.
3
Integrated the telephony system and channeled calls, decreasing the call drop rate.
4
Improved response times and increased percentage of first-level resolutions.
5
Created first-call resolution with upfront information to offer resolution in the first attempt.
6
Improved the productivity and turnaround time of G2C department agents and technicians.
Conclusion
The partnership has delivered significant business value to the client. With Bahwan CyberTek’s expertise, the client could effectively unify their disparate contact centers into a single, streamlined operation. Integrating the solution with the client's phoning system increased engagement and transparency. It increased call resolution time and decreased call drop rates, improving productivity and turnaround time. Today, the client has successfully achieved a lower call drop rate and higher customer satisfaction.
BAHWAN CYBERTEK PVT LTD
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Purposes for which we process Personal DataBahwan CyberTek may process your personal data for legitimate purposes as follows, but not limited to:
Bahwan CyberTek processes your personal data for the performance of the contracts, employment concluded with you, compliance with applicable legal or regulatory obligations or Bahwan CyberTek’s legitimate interests to provide you with adequate and qualitative information about products and services and to prevent against any excessive risk.
Transfer of Personal Data
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Contact Details
Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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In this Privacy Policy, “personal data” is any data which relates to an individual who may be identified from that data, or from a combination of a set of data, and other information which is or may be in possession of Bahwan CyberTek, for instance information about your identity and contact details (such as name, email-ID, contact number).
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