For many telecommunications companies, improving customer experience and finding ways to decrease ongoing operational costs are top organizational priorities.
Information overload — Telcos have a multitude of products, lines of business, regulations and provisioning, and billing and intranet systems. All of these change so frequently that staff are constantly challenged to remember all the details required to do their jobs.
Inefficiency and inaccuracy — Policy, procedure, and product information is scattered across multiple repositories, including shared drives, intranets, procedure manuals, and emails.
Effect on call centers:
Low first-call resolution rates
Inaccurate and inconsistent responses to customers
Staff stress and turnover
Effect on customer operations
Excessive time to provision new services
Poor compliance with process and policy
Significant error rates and consequent rework
The Telco Solution
Real-Time Guidance for CSRs and Customer Operations Staff
SupportPoint addresses these issues by delivering real-time, actionable guidance in the context of the actual task that CSRs, customer operations employees, or outsourced employees must perform and of their role within the organization.
SupportPoint provides all the process, policy, procedure, product, and systems help your employees and outsourcers need to complete their work efficiently and consistently. With SupportPoint, your employees get it right the first time, every time.
Contextually relevant — SupportPoint identifies where every call center, billing, or customer operations employee is in their work. When they need assistance, SupportPoint provides the most relevant guidance for their role and for the task in which they are engaged.
Optimized for real-time support — Unlike intranets, SupportPoint is purpose-built for guidance through complex policies, procedures, and systems. No hard-to-find, extraneous, or out-of-date information – just consistent, clear, step-by-step guidance presented in a way that supports the task at hand.
Implemented by the business, not IT — Unlike Business Process Management (BPM) systems, which add a layer of automation or workflow on top of existing systems, SupportPoint helps your employees more effectively use the systems you already have. It requires only a fraction of the IT resource, with typical implementation periods of 3 months and payback periods of 3 – 6 months.
Expertise — The Panviva Professional Services team are expert in gathering, consolidating, and communicating the policies and procedures that employees must adhere to.
