Client
Telco sector
Techniques used
- Small & Big data management
- Machine learning
- Data automation
- Business analysis
Technology and tools
- MySql
- R
- SAS
Requirement
Customer experience improvement in the inbound contacts by the customer through the different channels. Efficient allocation of contact resources.
Solution
Diagnosis of customer contacts, identifying reasons, mix of contact channels, resolution and impact on customer KPIs.
Benefits
- Efficient allocation and sizing of the capacities of each platform, optimizing care costs.
- Care indicators improvement (T-NPS, resolution at first contact, waiting times …).
