An international telecommunications company was dealing numerous technical issues in its telephony service division, and the supporting call center was unable to provide the immediate response time to its customers.
As a result the long handling times created poor and critical service levels, reduced customer satisfaction, and a loss of long-term revenue.
II. Methodology Tefen defined new detailed work processes, tools, and support services to better handle these technical failures within the center and throughout the organization: • Defined responsibilities for handling complaints in the center. • Defined the process for transferring relevant complaints to technicians. • Defined the turnaround time for handling the failure in accordance with the priorities defined. • Defined a method for documentation, follow-up, and reporting of accumulating complaints to the company's marketing department and other technical parties. • Wrote complementing work procedures and implemented the assimilation of these processes into the organization.
III. Results Achieved • Increased the percentage of successful customer inquiries (40% improvement). • Shortened the turnaround time for handling international operator failures (from 2 days to 2 hours). • Provided essential data of repeated failures requiring more thorough handling to the relevant departments.