Telecom Process Assessment Example
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The document summarizes challenges facing a telecom company and recommendations to address them. It identifies challenges including training shortfalls, employee stress, system issues, and a narrow customer focus. It then provides recommendations in three key areas - flawless execution, customer retention, and revenue assurance - such as transforming training, automating satisfaction polls, standardizing customer contacts, and implementing call deflection strategies.
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Telecom Process Assessment Example
- 1. People Process Technology Telecom Industry Challenges Remaining competitive in the current telecom marketplace mandates three primary concentrations: CHALLENGES 1. Flawless Execution – delivering services as efficiently as possible 2. Customer Retention – keeping your customers 3. Revenue Assurance – making the most from the customers you have In the following presentation we will show how the issues affecting these metrics exist across the entire customer lifecycle.
- 2. People Process Technology What we heard from your managers • Training Shortfalls • Inadequate curriculum CHALLENGES • Lack of Knowledge Base • Employee Stress • High attrition rates • Need to improve agent quality of life • No Standard Operating Procedures • High attrition rates • System Issues • Instability and downtime • No upgrades or reporting support • Narrow Customer Focus • Disparate tasks not unified • Lack of 360 degree customer view
- 3. People Process Technology What we observed when we were onsite • Stressful Conditions CHALLENGES • Crowded conditions – small cubes, narrow aisles • High noise levels – constant headset muting • Agent Community • No agent recognition programs • Few agent community builders • Siloed roles, minimal variety • Workflow Inefficiencies • Cut and paste with Notepad intermediary • Complex system views • Lack of automated response mechanisms
- 4. People Process Technology What we observed when we were onsite • Customer Focus CHALLENGES • No automated customer surveys • No standardized email or voice responses • Piecemeal customer overview • Cost drivers • Low seat utilization (<1) • No call deflection strategy • 3rd party executed, shared CSAT polls • Limited Call Deflection Strategies • No chat, Web self-help • Only basic IVR redirection
- 5. People Process Technology What we recommend for FLAWLESS EXECUTION • Transform Training Program • Consolidate training curriculum • Formalize curriculum / dedicate trainers EXECUTION • Create Standard Operating Procedures • Standardize Job Description – “Universal Agent” • Reduce agent expertise requirements • Create Knowledgebase • Gamification technology efficiencies and economics • Over time adapt to customer self-help via Web • Drives training focus • Reduce expertise requirement • Automate routine tasks • Create Unified GUI to reduce training
- 6. People Process Technology What we recommend for FLAWLESS EXECUTION • Reduce keystrokes, cut and paste • Screen pop from CRM System • Notepad intermediary EXECUTION • Muting • Automated email responses • Improve measurement and transparency • True Workforce Management technology • Implement StopWatch Workstation Analytics • Improve IVR routing • Increase granularity to enhance support • Enhance
- 7. People Process Technology What We Recommend for CUSTOMER RETENTION • Automate satisfaction polls • Provide option to take satisfaction polls after select calls • Immediate Voice of Customer feedback • More thorough insight to improve satisfaction • Train more knowledgeable agents RETENTION • Faster issue resolution increases customer satisfaction • Happier and more confident agents reduces attrition • Agent tenure provides higher quality customer assistance • Cross-train agents • Increase expertise to improve load balancing • Reduce customer wait times and call referrals • Increase First Call Resolution • Standardize customer contacts • Maximize email response effectiveness • Script voice responses
- 8. People Process Technology What We Recommend for CUSTOMER RETENTION • Widen customer focus • Mine multiple systems for 360 degree customer view • Improved customer insight improves service RETENTION • Prompt for holistic advice and upgrades • Prioritize issues using IVR • Improve premium support • Match most qualified personnel to problem • Call deflection decreases wait times and call loads • Implement customer self-help • Provide information for self diagnosis • Customers avoid wait times for simple problem resolution • Reduced call volumes reduce stress overall
- 9. People Process Technology What We Recommend for REVENUE ASSURANCE • Formalize and track upsell • Simplify complex pricing plans with P2B engine • Enforce upsell attempts with StopWatch • Reduce costs • Cross train and load balance across wider team • Simplify workflows to decrease agent skill levels and cost REVENUE • Reduce AHT and rework (increase FCR) • Reduce attrition and training costs • Increase seat utilization • Push knowledgebase maintenance to agent base • Address system stability issues • Implement call deflection strategies • Implement Web self-help and chat • Enhance IVR routing