Customer-centric TELUS launched an internal contact center initiative to reduce average handle time, automate agent processes and decrease errors. The company’s goals for the OpenSpan project were to improve the customer experience by providing agents with a more refined work process and ensure service delivery aligned with installation agreements. - See more at: http://www.openspan.com/resources/webinars/wr-the-telus-way-an-openspan-customers-journey.php#sthash.fmmkYF73.dpuf
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The Opportunity
CHALLENGES
Expensive
Long cycles
Multiple forms copy and
pasting
Call times on the rise
Lower cost
Rapid deployment
Reduce errors, keying of
repetitive information
Reduce call times and
hold times
OBJECTIVES
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Automate: Credit Check Process
Pulling data from the Credit Profile page in Desktop One and
copying it directly into the appropriate fields of the Equifax form.
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The Pilot
30 agents, one location
Feedback on design and usability
Access the technical design
Modify capabilities
Measure savings
Validate metrics for the business case
Resulted in a strong business case and
approval to proceed
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Agent Feedback
Pilot agents positively embraced the changes
as seen in these quotes:
“I love the call back feature, use if often and
love the format”
“Having a pilot was a good idea, I see a lot of
potential for this software”
“Can I keep running the software after the
pilot is over?”
“Saved me from putting the client on hold and
helps with the call flow”