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Aircel Customer Care Organization - Customer Care Solution

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PCQ Bureau
New Update

The Problem: Aircel services 50 mn customers across 23 telecom circles per day with a 24x7, 3,000-seater call center. For this, a call center executive needs to query 10 LoB apps and over 130 VAS apps to fetch relevant information and respond to queries. Navigating 140 disparate applications for each call was a tedious and time consuming activity and often led to errors as the apps didn't auto refresh with each call. This meant that the average call lasted 3 minutes, while the hold time per customer was 11 seconds per call.

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The Solution: Aircel deployed Microsoft's Customer Care Accelerator for MS Dynamics CRM. This solution has a service integration framework, which can render the output of any web service without writing any service specific code. The goal was to create a single interface across all applications, which Aircel managed to achieve.

The Result: It has cut the AHT (Average Hold Time) by 15%, enabling agents to deliver information quickly, accurately, and resolve customer queries faster. It has also reduced operational costs such as training, manpower, infrastructure support and application management. It has also increased upsell and cross-sell revenue opportunity.

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