Key Milestones

90% Call Quality Achieved
21% Improvement in FCR Accuracy
12% Improvement in Call Documentation
30.5 MIllion Hits on our platform
Challenge

Challenge

A leading Indian telecom had to improve their customer service process. With the complexity of an unmanaged knowledge base and poor information retrieval, execs couldn’t deliver accurate resolutions over the first interaction. Results? Repeat calls, high cost-to-serve, and below-average customer experience. Also, with much of the call time getting driven towards finding information; execs wrapped up their calls with unclear documentation. This resulted in more escalation calls and higher dissatisfaction among customers in their subsequent interactions.

Challenge

Solution

KocharTech’s AI-powered Knowledge Management Platform helped them with content centralisation and its neat arrangement. This facilitated quick knowledge retrieval for internal use and over self-help channels. With that, they registered significant improvement in their training curve. Simultaneously, execs could find information quickly being on the call and were able to deliver accurate responses to customers. With constant knowledge updates coming in seamlessly and analytics dashboard providing insights on usage patterns of self-help channels; the client was able to record desired improvement in its customer satisfaction ratings. Over the project tenure, we witnessed 200k daily hits on our platform, reflecting the depth with which users were helped. This was followed by fewer repeat calls, which eventually brought significant savings on cost-to-serve.

Result

Impact

Within a period of 6 months, agents could deliver resolutions with 21% more accuracy and 12% better call documentation. This was accompanied with 90% call quality over the project tenure.

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