Eircom

Consolidates their contact centre for seamless self-service and right first-time agent routing

With a mix of legacy call centre technologies, Eircom found it hard to improve customer service. The IVR system had become unwieldy and there was zero integration with the CRM system and between other Eircom channels and brands.

The company decided to standardise on the Genesys Customer Experience Platform, making contacts more efficient and personal. New services, like outbound sales campaigns, are quicker to market. Managers spend less time checking and assigning emails. And it’s easier to switch agents as priorities change.

Customers have also noticed a big difference. IVR is no longer the biggest source of complaints. Since launching the new system Eircom has increased their NPS while also making seven-figure savings.

Benefits

  • NPS on track to rise from 5.6 to 7.0 in less than 12 months
  • Self-service sees €1.2 million a year business cost saving
  • Email integration slices 20% off inquiry handling costs

Challenges

  • Improve customer experience
  • Optimise workforce utilisation
  • Prepare contact centre for new service launch

The gain in speed and personalisation we’ve experienced has made a real difference to our customers’ perception of our responsiveness to their needs.

John Lush, Head of Customer Experience, Eircom

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