The background.
A European telecommunications leader faced a large number of escalations across its fragmented customer service operations. Resolving a single customer query often involved three to four different levels of intervention, with distinct teams responsible for each step. This multi-layered and disjointed process affected operational efficiency, draining time and key resources. It also frustrated customers, threatening reputation and encouraging attrition.
The objective was clear: reengineer support to establish a smooth and efficient customer experience, slashing escalations in the process. This meant identifying bottlenecks, streamlining communication pathways, and empowering frontline agents to resolve issues at the initial point of contact. Failure to do so posed a substantial risk to customer sentiment and sustainable growth. Seeking CX partners experienced in comprehensive transformations, our client selected Transcom.
The solution.
Our data-driven approach began with in-depth process analysis and customer journey mapping. This provided a holistic understanding of the existing system, allowing us to identify redundancies, inefficiencies, and key areas for improvement. Based on these insights, we designed and implemented a fresh, optimized customer journey model geared towards first-contact resolution.
One core component of our intervention was a robust agent training and upskilling program. Alongside enhancing response style and tone, we developed their skills across the board. Transcom’s team then identified and equipped agents with the best available tools to resolve complex issues autonomously, no escalation needed. This included establishing comprehensive access to accurate information for effective decision-making. All agents involved in a pilot team were able to fully implement the targeted changes within a single month, providing proof of speed and scalability.
The results.
Transcom’s CX overhaul secured measurable business impacts for the telco leader. Our optimized resolution and escalation management yielded savings of nearly €500 000 per month for our client. Adding up to millions annually, this sizable cost reduction was achieved through major efficiency gains, including boosting first-contact resolution rates and streamlining staffing by 53%.
These operational improvements also had a profound positive effect on customer experience. With a reduction of over 25% in transfers to back-office teams, the majority of customer issues are now being resolved by the front-line agents. This direct, effective support improves customer satisfaction while saving specialized back-office resources for critical tasks. Overall, it’s a winning strategy that cements our client's leadership in the customer-centric, cost-competitive telco industry.
