Our client, a mobile telecom operator, had decided to change the call centers management model, strengthening offshoring and outsourcing to optimize its customer care costs. Up until that moment Call Centers dealing with incoming calls from customers were governed using the classical parameters (level of service, AHT, number of FTEs, ...). In addition, a growing number of platforms is being used, which results calls being transferred several times until they reach the right agent.

According to our client's Strategic Plan we defined and discussed 2 alternative models for managing call centers. We identified a higher that desirable volume of call transfers that generated customer dissatisfaction and a high call-back rate due to lack of resolution of customer inquiries. We proposed a new event-based model, complementing the classic parameters with indicators s of customer satisfaction and the implementation of an automatic system for measuring it.

Once all the proposed changes were implemented (new model, replacement of 1 agency, a new system for measuring customer satisfaction, ...) we measured an increase in customer satisfaction of 15 points, and a significant decrease (confidential) of equivalent customer care costs.