AI-Powered Analytics Boosts Telecom Customer Service Efficiency

Revolutionizing call center operations and customer retention.

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Client Overview

A large telecom firm, one of the biggest in the sector, with numerous call centers and handling hundreds of millions of customer calls annually. Their business was originally highly reliant on manual call analysis.

Problem Statement

Although they are of enormous size, the client was constantly plagued by high customer and agent attrition because of conventional ways of manual call analysis which led to 52% customer churn rate and agent turnover rate.

Challenges

  • Manual validation of 180 million calls
  • 22-week long agent onboarding process

Solution Implemented

An AI platform was implemented. The platform applied AI Auto Speech Recognition for call analysis, summarization, and dashboards to identify customer complaints and agent resolutions. Customer sentiment analysis was applied to identify "red flag" calls to reduce churn. Agent behavior coaching improved performance, and a Transfer Avoidance Dashboard reduced unnecessary call transfers.

Outcome with Metrics

  • Targeting poorly performing call centers with AI-driven solutions resulted in improved operational effectiveness.
  • Customer attrition dropped below 52%.
  • Agent turnover below 50%.
  • Onboarding was reduced (from 22 weeks).
  • Focused intervention on sentiment analysis and transfer avoidance will likely improve overall customer satisfaction.