GTT reduces inbound call volume and enhances customer care channels with WeSolve CX
15%
Reduction in annual call volumes for two consecutive years
US$1M+
In cost savings
5-point
NPS Increase
Inbound Call Reduction
The Demand for Support:
In today’s telecommunications sector, customers demand reliable and efficient support. A primary channel for this support is call centers, where dedicated agents assist customers with their needs. However, the increasing volume of calls can strain these centers, leading to long wait times and reduced customer satisfaction.
GTT Inc., Guyana’s leading telecommunications provider, offers a range of services including fixed-line, mobile, and broadband. With a commitment to connecting communities across the country, GTT serves a diverse customer base that relies on their robust network for both personal and business communications. However, the growing demand for support services led to a surge in inbound call volumes, challenging their operational efficiency.
Challenge:
GTT faced the challenge of managing high inbound call volumes, which exceeded 60,000 per month. This influx strained their operational efficiency, leading to long wait times and decreased customer satisfaction. The existing system was insufficient to handle the load effectively, requiring a comprehensive overhaul to improve service levels and operational efficiency.
Solution:
Utilizing Automation and Self-Serve:
While many customers prefer speaking to a live agent, the digital age has ushered in the potential for self-service options. These options not only provide quick resolutions but also help manage call volumes more effectively, allowing customers to get the support they need without delay.
A robust Interactive Voice Response (IVR) system can play a crucial role in this transformation. WeSolve, introduced an enhanced IVR system that automated balance inquiries, successfully deflecting 12% of calls. This reduction in call volume allowed agents to focus on more complex issues, improving overall efficiency.
Reworking How Customers Connect:
In addition to the IVR enhancements, GTT promoted a chat feature, recognizing the growing preference for this medium. By integrating and promoting this feature, GTT was able to deflect an additional 5% of inbound calls. Customers found the chat option to be a quick and effective way to resolve their queries and connect with a WeSolve CX chat agent, further reducing the burden on call center agents.
Unlocking Operational Efficiency Through Best Practices:
Beyond leveraging automation and new channels, WeSolve CX implemented several best practices in call center management to cater to GTT’s needs:
Optimized Suspension Process: GTT streamlined the suspension process by segmenting customers and spreading out suspension dates, effectively reducing congestion during peak periods.
Call Center Performance: WeSolve CX achieved an impressive 80% of calls answered within 30 seconds and a 75% first call resolution rate.
Proactive Outbound Calls: For GTT customers, WeSolve CX initiated proactive outbound call campaigns to address potential customer issues before they escalated, further enhancing customer satisfaction.
“War Room” Initiative: A dedicated intiative was established to tackle backlogged fault reports, leading to a 50% reduction in monthly fault call volumes.
Outcome:
The collaborative efforts between GTT and WeSolve resulted in significant operational improvements and cost savings:
- 15% Reduction in annual call volumes for two consecutive years.
- US$1M+ in Cost Savings.
- 5-point Increase in Net Promoter Score (NPS), reflecting improved customer satisfaction.
The collaborative efforts between GTT and WeSolve resulted in significant operational improvements and cost savings:
