TTEC CX Leadership

Exercise
Jorge Vila
 Problem Statement
Based on preliminary analysis and short term data,
there seems to be an issue with activating prepaid SIM
Card, new features and services.
This is generating a top call driver with low FCR rates.
As a company, were falling short of expected FCR,
currently at 77% while target is at 82% for a TelCo
client (Blaze).
Initial Findings In turn, customer experience is being hit by delayed
activation TAT, website downtimes and repeat calls/
and Rationale chat interactions with Call Center as shown through
the attached CJM.

Objective Statement
Find root causes for identified pain points.
Achieve target FCR of 82% in the next 6 months.
Initial Findings and Rationale
Activating/ adding or updating a Feature +
Activating Service make up more than 46% of
the data set
Roughly 82.65% of activating service translated
demand are Mobile prepaid and Mobile
broadband
Mobile Prepaid activation makes up almost 67%
of the issues in this TD Category

Under the Activate, adding, updating a feature

or service TD Category, replacing a SIM Card
seems to be the main driver with 26% of the
cases
It looks like this chat type is triggered by
bringing a new phone but needing a different
SIM Card
However this only adds 13 cases

In the Enquire or Dispute TD Category, Data

Allowance and Calling Credit account for 60%
of all the call triggers
This is 31 cases

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Initial Findings and Rationale
When organizing the data by FCR Opportunity (all
other than resolved) compared to Translated
Demand we find the following:
SUFF and Incomplete/Incorrect Solution make
up 55,93% of the data pieces
In the SUFF OC Category Activation of Service +
Adding a feature accounts for 86.91% of the
cases
In the Incomplete category Activation is once
again the repeat offender with 25% of the
cases

Activation seems to
be a the top call
driver with low FCR
rates

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Customer Journey Map

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Steps to Improve
Based on VOC verbatim, Activation is a major pain I would recommend to use
point (shown previously)
scatter charts to find correlation
between FCR and:
Conduct a Fishbone analysis to understand probable
causes of Activation Issues AHT
Brainstorming Fishbone attached Transfer rates
Call Types
Customer Journey Map shows repeat calls/ chats and
touchpoints going through the activation process Customer Journey Map
System downtime seems to be a driver Mimic the effort done on the
SUFF OC should be validated using a Proces Flow Chart Activation Call driver
for high level overview
I would recommend a VSM for a more Continue with VSM if needed
comprehensive approach for other Customer pain points
not analyzed in this
Once PFC or VSM is completed would assess risk by presentation
doing a FMEA

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 At TeleTech we are focused on achieving a next generation
Customer Experience

As per the Customer Journey illustrated in this presentation,

we know this is an omnichannel experience with several
touchpoints along the way

Final Based on the VOC received there is a huge Moment of Truth

when activating a new SIM Card, which iterates several times
Statements in every chat/ call interaction

Processes in place and Website/ System Outage go against a

more profound and lasting customer satisfaction outcome

By paying special atention to the emotional journey as well

as the customers thinking process, TTEC and Blaze leverage
customer delighting opportunities