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Problem

A US-based telecom provider with over 40,000 customers was facing several operational hurdles in its technical support infrastructure. The challenges included:
    • Difficulty in hiring and retaining support resources with multi-technology expertise.
    • Inability to meet Service Level Agreements (SLAs), leading to dissatisfied customers.
    • Managing 24×7 support outside the US was inefficient.
    • Minimal tech intervention in support operations.
    • Rising costs of support and flat CSAT scores.
    • Failing to meet Key Performance Indicators (KPIs).

Objectives

Improve customer satisfaction through consistent technical support.

Introduce 24×7 coverage with proactive solutions.

Increase CSAT and achieve KPI goals.

Approach

Yitro’s team took a comprehensive approach to address the telecom provider’s challenges:
    • Assessed current support structure and identified key areas for immediate intervention.
    • Created a tailored plan for transitioning to a centralized support model.
    • Introduced success ingredients, including hiring rightreactive to proactive support ecosystem, and constant contribution to a knowledge base.

Solution

  • Hiring Right: Assembled a skilled support team that led to less than 15% project attrition.
  • Proactive Support Ecosystem: Implemented predictive and prescriptive analytics to catch system failures before they escalated.
  • Knowledge Base Contribution: Developed a knowledge base aligned with KCS standards, increasing customer self-support tickets.
  • Technology-Driven Support: Leveraged AI and ML for auto-ticketing, call documentation, and case triaging, reducing reliance on manual processes.

Result

In just four months, the telecom provider saw remarkable improvements:
    • Implemented a centralized CRM system connecting all support departments (Customer Support, Order Management, Billing, and Inbound Sales).
    • Achieved stability in support resources by hiring the right talent.
    • Improved Customer Satisfaction (CSAT) by 16%.
    • Reduced Average Handle Time (AHT) by 12%.
    • Increased Net Promoter Score (NPS) by 9%.
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