Egypt, India
Technology
2020
iDialouge, Customer Service Operations, Customer Service, Customer Scenarios
Create the Future, Get it done together
The requirement was to build the first Global Type-C product across Vodafone as a managed Service for Vodafone Markets. As a solution, we launched a new product and drove automation first to minimize the time to onboard customers while minimizing our cost per transaction for the SME market segment. We built the product once, deployed it many times after launching it in DE and IT, and planned for IE, UK, etc.
We created the Intelligent ticket routing tool for Vodafone Germany and VOIS Egypt to eliminate the complex manual work of our colleagues in the GSL Business Technology team with a zero-touch operation to save their valuable time and effort.
We created accurate measures to help Vodafone Germany acquire the correct customers after proper screening and assessments. We used Amazon web service (AWS), cloud-based infrastructure and microservice architecture. This innovation helped us learn the importance of revisiting the tools and solutions to enhance our way of working and support any business functions to have a more reliable and secure platform.
To optimise customer service operations to improve the Average Handling Time (AHT) and increase the number of clients each agent handles within a reasonable timeframe. The prolonged handling time for each scenario directly affects the Average Handling Time (AHT) metric. Due to the time-intensive nature of scenario handling, each agent may be able to assist only a limited number of clients. Inefficient customer service operations affect customer satisfaction and increase operational costs.
We designed the iDialogue to serve VOIS CARE agents in Egypt and India. We built an admin interface that defined scenarios with predefined steps and responses to common customer issues. To efficiently handle customer issues by following the scenario steps created by the admin for simplified customer inquiries resolving process. Features like dashboard analytics, memo generation, newsfeeds, wall of fame, and links help streamline customer service interactions, foster collaboration, and improve user experience.
Effective resolution of customer issues.
Offered dashboard analytics.
Tracked most frequently used scenarios.
Analysed cases where systems may not fully resolve conflicts.
Monitored AHT and pinpointed areas for improvement.
Generated and shared memos based on the scenario resolution.
