The client
A large Australian telecommunications organisation.
The challenge
The client’s offshore contact centre was experiencing over 1.5 million manual handling errors each year. This was emphasised by having multiple brands working across more than 10 legacy systems. The client’s billing cancellation process had significant inefficiencies with employees handling cancellation requests across four brands, four CRMs and three billing systems. As a result, some customers were billed for up to two years after cancelling.
The challenges faced within their offshore contact centre had a direct impact on their customer experience standards. To address this, they aimed to implement large-scale, digitally-enabled intelligent automation, reducing their reliance on manual labour and enhancing efficiencies.
The solution
Leveraging lean process improvement, agile delivery methodologies and intelligent automation, Innovior’s established a robust continuous improvement framework and completed a contact centre-wide transformation over the course of 12 months. This involved:
- The standardisation of customer journeys across multiple brands to ensure consistency and to reduce errors in handling customer interactions.
- The centralisation of legacy system functionality into a single integrated system to eliminate the inefficiencies caused by disparate systems.
- The automation of the cancellation process to handle CRM, billing and refunding issues to reduce manual labour dependencies.
The result
Over 12 months, through the adoption of Innovior, a Probe Group company, established tailored improvement framework, the client achieved:
A $3.5 million cost-out benefit
A 30% reduction in the back office volumes
Labour cost savings equivalent to over 200 full-time (FTE) contact centre employees
