Summary

Facing low customer service ratings and the high costs of relocating previously offshored operations to the UK, a major telecommunications company turned to Intradiem to help reduce expenses associated with the move. Intradiem’s contact center automation technology streamlined and accelerated operations, enabling the company to:

• Recover 5% of unproductive idle time
• Automate 21,000 schedule updates on the first day
• Deliver 8,500 off-phone sessions to agents

Challenge

Suffering from unacceptably poor customer service ratings, this telecoms provider decided to reestablish its reputation by bringing contact center operations back to the UK. That strategy required a technology solution that could minimise the cost of basing service delivery in the home market, where labour costs are significantly higher.

At the same time, the company wanted to prioritise employee well-being, and crucial to that goal was finding technology that could promote employee engagement and free supervisors from manual tasks, which would permit them to focus more time on training and developing agents. The company also found Intradiem’s professionalism and technology to be better than other vendors.

Snapshot

Industry: Telecommunication
Agents: 800

CHALLENGES

• Poor customer service ratings

• Employee engagement suffered due to outdated technology

• Managers conducting time consuming manual tasks

INTEGRATIONS

ACD

WFM

Results with Contact Center Automation

Intradiem’s automation solution helped the company optimise operational efficiency and agent performance within the first months of operation. The company has:

• Recovered 5% of previously untapped staffing capacity
• Automated 21,000 schedule updates
• Delivered 8,500 off-phone sessions

Approach

The Intradiem program focused on automating agent training, off-phone activities and schedule adjustments for 800 agents. Intradiem technology monitors agent states in real time, offering proactive suggestions for breaks and development sessions during idle periods. This reduces the burden on supervisors and ensures optimal agent engagement.

Conclusion

The success of this project demonstrates the ability of real-time automation to boost operational efficiency and drive agent engagement. By streamlining schedule management by reducing manual tasks and increasing access to training during idle moments, the company has laid the groundwork for further improvements across its contact centers.

The company is evaluating a full deployment across an additional 8,000 agents, and is well-positioned to achieve its strategic goal of reestablishing its reputation for excellent customer service while minimising operating costs.