Call Center Portal
Challenge
Our client, a fast-growing services company, moved their call center operations from the US to the Philippines to save cost. This call center of 500+ agents was handling customer calls. As the operation and business support systems [OSS/BSS] were not integrated, call center agents had to log in to different systems while on the call with the customer. Additionally, the corporate office could send announcements to this call center through emails. Level 2 and 3 support staff could not instantly communicate outages and alerts to these agents. New agents had to search to a shared network drive to locate documents to resolve customer issues.
This resulted in:
- Longer calls with customers thus lower customer satisfaction
- Lower agent productivity
- Longer training time due to unavailability of proper documents
- Miscommunication with the customers due to lack of timely communication of alerts and announcements
- More trouble tickets were pushed to Level 2 and Level 3 support staff due thus increasing the cost
Our Solution
Our professionals analyzed the business and technical challenges, analyzed several Portal solutions, integrated and customized a comprehensive Portal solution to address the above challenges.
Several system features included:
- Web based portal system that integrated key OSS & BSS systems.
- Integrated document management system with version control, full search and indexing capabilities.
- Single sign-on using LDAP servers to increase security and efficiency
- Self training modules for continuous improvements
- Delegated administration of portal pages and portlets to increase efficiency
- Extended the portal for customers for self-service thus reducing calls
- Integrated portal with ACD [automatic call distribution] and IVR [interactive voice recognition] systems to reduce call handling time
- Improved customer satisfaction
- Lowered call durations from 25 mins. to 13 mins.
- Increase in agent productivity by 27%
- Minimized training costs
- Lowered total cost of ownership [TCO] by using offshore development resources
- Improved knowledge exchange among 3 support centers
- Full featured web-based versatile and user-friendly portal with easy administration and customization
- Document management system integration with change management, security and powerful search. Managed 10,000+ documents
- Integration of 5 key systems with identity management through single sign-on
- Usage reporting for fine tuning and training
- Highly available and scalable solution
- Extensible solution with several commercially available plug-ins
- Sharepoint 2007
- SOAP/XML
- Windows 2008
- .NET 2.5