Fixing the network from the contact centre
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Brendon Adler, Optus Director of Operations & Massimo Fatato, CMS OSS Director, Hewlett Packard
Brendon and Massimo discuss how the two companies partnered to provide a solution to that perennial, real world telco problem: customer frustration when instead of providing an immediate fix to a technical problem, the contact centre operative 'escalates' the query. That too often means the customer hanging on the phone, calling new numbers, waiting for return calls which never arrive.. and so on. It should be possible, given the right interface, for contact centre staff to explore and fix many problems without escalation. Putting such a system into place is what Optus and HP have done and it's been an outstanding and measurable success, not least because the Optus call centre staff participated in the project from the start, and recommended various changes to the existing technologies and routines. The results have been remarkable and what's more, the project can easily be replicated across other Optus business units and divisions.
Filmed at:TM Forum Live! June 1-4, 2015, Nice, France