Contact centre staff used to have to arrive early at T-Mobile. Most tasks were carried out on a first-come, first-served basis. Quite often, an agent would select the easiest tasks and leave the toughest ones, so urgent customer issues were not always addressed in a timely manner.
By adding process automation to the existing Genesys Customer Experience platform—and integrating it with its CRM systems—T-Mobile has completely transformed their back-office functions.
Now, 85% of workloads are automated. Tasks are pushed to the agent most qualified and available to complete them. The company also has standardised reports, a more satisfied and productive workforce, and better insights into the metrics that improve customer experience.
Service levels up 7%, despite 15% staff reduction
30% increase in agent productivity
95% of agents report approval of new process, with an improved satisfaction score of 1.5
Ensure great customer experience across all channels
Make back-office operations more efficient
Create a satisfying, fulfilling workplace environment