World-Class Customer Care for a Global Telecom Leader
Situation
One of the world’s largest telecom companies looked to Group O for solutions to provide world-class customer care to their more than 2.5 million incentive program customers annually.
Action
Group O implemented an omnichannel customer care solution to meet the needs of our client’s customers through live agents (including bi-lingual agents), email, chat, and text support. An industry best cloud contact center platform distributes all customer interactions while delivering workforce optimization and rich customer analytics that guide efforts to continuously improve. Additional integrations included robotics desktop automation and AI-driven Virtual Agent software to reduce call times resulting in a better customer experience.
Results
Group O continues to provide our client with the Customer Care Contact Center services it needs and is proud to report the following performance metrics:
- 97% satisfaction rate for professionalism and helpfulness
- Quality score of greater than 96% over the past 3 years
- 30% reduction in call times and cost savings of up to 25% through the use of automation and virtual agent software
Understanding the ever-changing, digital-first environment, Group O continuously develops and invests in premier technology-based solutions for our clients to help react quickly to new opportunities and drive new standards of excellence. Contact the experts at Group O to see how our world-class customer care solutions can support your business.
