A leading telecommunications company in Malaysia, renowned for its innovative mobile virtual network (MVNO) services and commitment to customer satisfaction. To sustain their high-quality customer support across digital and voice channels during their expansion, the company sought Nubitel’s expertise in customer engagement solutions.
The Challenge
Prior to Nubitel, the telecommunication company faced a series of operational difficulties that were affecting both customer satisfaction and internal efficiency. Among the specific issues they encountered were:
- Uneven chat queue distribution: Agents experienced frequent overload in certain chat queues, leading to delayed responses and inconsistent service levels across digital channels.
- Voice clarity issues: Customers reported intermittent voice clarity issues during calls, creating potential communication barriers that could impact customer trust and satisfaction.
- Inaccurate digital channel reporting: Existing reporting mechanisms were unable to provide accurate insights into digital channel performance, making it difficult for management to identify and address service gaps effectively.
The Solution
Nubitel conducted a detailed assessment of the telecommunications company’s customer support operations to design a customized solution that would meet its unique needs. The solution included targeted improvements in three core areas:
- Chat Queue Distribution: Nubitel implemented an equitable chat distribution model, supported by thorough testing and ongoing analysis. This ensured that incoming chats were allocated fairly among agents, preventing overload and enabling quicker response times. Agents could now manage digital interactions more effectively, contributing to a more consistent customer experience.
- Voice Quality Enhancement: To resolve voice clarity issues, Nubitel worked closely with the telecommunication company’s technical team to conduct remote sessions with affected agents, using diagnostic tools to pinpoint and address specific causes of the problem. The result was a significant improvement in voice quality, ensuring that customers experienced clear and uninterrupted conversations during their calls.
- Digital Channel Reporting Accuracy: By analyzing dashboard statistics and drill-down reports, Nubitel identified gaps in digital channel performance reporting. Nubitel then designed enhancements to provide accurate, real-time reports, offering actionable insights into each channel’s performance. These new reports empowered management to make informed adjustments that would improve service quality across digital touchpoints.
Key Business Benefits
The partnership with Nubitel delivered tangible results across multiple aspects of the company’s customer support operations:
- Enhanced Operational Efficiency: The balanced chat queue distribution allowed agents to respond to inquiries promptly, improving productivity and response times. Customers benefited from faster service, enhancing their overall experience with the brand.
- Improved Communication Quality: Voice clarity enhancements contributed to a smoother, more reliable communication experience, reducing frustration and increasing customer satisfaction.
- Accurate and Actionable Reporting: The enhanced digital channel reports provided the company with deeper insights into performance metrics, allowing data-driven decision-making and the agility to address potential issues before they impacted customer service quality.
The Outcome
By collaborating with Nubitel, the telecommunications company achieved a significant transformation in its customer service operations. Issues that had previously hindered growth were resolved through targeted, innovative solutions that improved both internal processes and the customer experience. This collaboration allowed the company to focus on its core business while enjoying the benefits of streamlined operations, improved service quality, and heightened customer satisfaction.
