Case Study:
Project Overview
An Australian Large Telecommunications Company wanted to accelerate its digital service transformation by shifting customer contact from Traditional Voice Channels to digital channels such as Web-Chat, Self-Service via App and AI technologies. Central to this ambition was partnering with new Contact Centre Providers that are themselves transforming from Traditional FTE based operators to leveraging new technologies and capabilities to support the digital shift.
Objectives
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Accelerate the Digital Service Experience |
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Create BPO Contract Flexibility |
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Shift from Voice to Digital Contact |
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Significantly Improve Customer Experience |
Challenges
High Operational Costs (6000+ Contact Centre Agents) High operational costs driven by legacy contact center set-up. Customer contacts largely driven by expensive Voice contact channel requiring significant Agent FTE to support. |
Inflexible BPO Contracts Outdated vendor contracts where Vendor performance can not be rewarded or penalized via volume shifts. |
Sub-Optimal Workforce Planning Practices Inability to quickly shift volumes across channels (e.g. from Voice to Chat). |
Poor Alignment of BPO Partners Existing Vendor Partners business model still wedded to Traditional Contact Centre Operations and not aligned to Digital Shift. |
Solutions
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Defined the client Digital Service Experience Strategy |
Designed and Led the Contact Centre Transformation Tender from initiation through to award |
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Designed and implemented a program Governance framework across Optus and selected BPO Partners to manage the transition of 2000+ Contact Centre and Back-Office Agents |
Designed and implemented a highly effective knowledge transfer process from incumbent BPO to new BPO Partners to embed quality controls and reduce CX impacts |
Results
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