Reducing Call Center Call Costs by 40 Percent, Training Costs by 80 Percent

The complexity of interacting with Telefónica’s multiple business support systems led to long calls, increased costs for call processing and training, installation problems, and many frustrated customers.
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    Telefonica Telecom Case Study.doc

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      The Colombian subsidiary of Spanish telecommunications giant Telefónica was planning to migrate more than 50 business and operations support systems to a single, central customer relationship management system. However, that move would take two years to complete, and in the meantime Telefónica Telecom call center agents were logging on to and off from multiple systems to place and confirm orders, answer customer questions, and solve customer problems. This need to move between systems created long call times and incurred significant costs. It also contributed to a loss of orders. Telefónica Telecom decided to use Microsoft Customer Care Framework to create a single user interface through which agents could interact quickly and easily with back office systems, and in doing so cut monthly call center costs by more than 90 million Colombian Pesos.
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