Telecom Operator
Driving the right calls project
  • problem

    They were receiving an excessive amount of calls, many of which were not revenue generating, or couldn’t be automated, or the process couldn’t be improved.

  • solution

    We built a call reduction plan that only drives the valuable calls in the call center.

  • result

    40% reduction in calls.

  • methodology

    Building a technical automation roadmap to drive low value calls through an app and IVR self service, and via a business process reengineering exercise, we simplified processes which ultimately resulted in fewer calls.