Case Study: Telecom
Resolution-based approach drives reduction in email volumes for Indian telco
HGS reduces FTEs and improves first-contact resolution despite increasing volumes
HGS placed process reengineering at the core of service delivery for this client as a part of our efforts to improve FCR. We reengineered the client’s issue resolution process by conducting a “waterfall study” that focused on analysing the repeat emails and building a “five ’why’ questions” approach to eliminate a repeat transaction/email. This approach helped us understand the top drivers behind receiving repeat emails on the same issue and work toward getting it right the first time and reducing the repeat email volumes.
We moved the client from an earlier transactional approach that was focused more on dealing with and closing customer transactions than proper issue resolution. HGS began making outbound calls to gather complete information for resolution and we also validated service requests to reduce invalid requests. The transition to this resolution-based approach was crucial to increase focus on and improve the FCR, reduce repeat email volumes, and optimize headcount.
HGS set up dedicated Customer Experience and Excellence Team (CEET) desks for resolution of critical queues for example with those with regulatory impact. These desks are set up across lines of business (LOBs) to follow up on critical cases with internal client stakeholders for quicker resolution/exception. When such critical issues crop up, the CEET desks get in touch with the relevant stakeholders in the client’s organization and expedites the resolution of the issue for the customer. This reduced the turnaround time for customer issue resolution.
90%first-contact resolution (FCR) rate achieved
380process improvements (45+ suggestions) in 3 months
28%reduction in FTEs due to a shift to a “resolution-based” approach
27%reduction in average email volume
50,000extra emails/month handled due to the consolidation of queues by other partners – all without affecting efforts to streamline
2008start for this longstanding successful relationship