Customer Story: Telcoinabox
Telcoinabox is a telecommunications wholesale aggregator which provides an end-to-end ‘in-a-box’ solution to more than 200 individually branded retail service providers (RSP) throughout Australia. Customers include start-ups, system integrators, managed service providers and non-traditional telcos, such as electricity providers and large corporations that want to add telecommunications to their existing businesses. Telcoinabox operates as a ‘virtual’ telco and intermediary between businesses that manages the relationships with carriers on behalf of its customers – the RSPs – and provides telecommunications products (fixed line, mobile and data) and white-label back-office services including customer support, billing and provisioning. By outsourcing to Telcoinabox, RSPs are free to focus on marketing, sales, account management and growing their businesses.
Adopt New Functionality
As a telecom provider, one of Telco’s strengths is their ability to provide premium customer service. With a team of industry experts it was clear a contact center solution needed to be implemented that would improve their already strong customer service. With a contact center in place, TIAB could leverage the new functionality to improve customer interactions including phone calls, webchat and callback campaigns. According to Operations Manager, Antony Maait, “We are always looking for new and innovative ways to interact with our customers.”
Since their Contivio.com rollout Live Chat is one of the additional features that has yielded positive results. Customers have the flexibility to reach out via Live Chat to have their questions addressed quickly, without the time constraints associated with placing inbound calls.
As a large organization with hundreds of inbound numbers, agents, and calls queues, TIAB was in the market for a solution that supported complex IVR configurations that could be adjusted real time when necessary. During their Contivio.com demo TIAB was introduced to an IVR system that was extremely advanced in terms of scope and functionality, but extremely simple in terms of configuration.
Real Time Reporting
With Contivio.com in place, TIAB receives weekly reports that are automatically generated and sent. Once received, TIAB is able to sit down and have full visibility of all of their agents.. According to Maait, “Contivio.com generates multiple reports for our organization hourly, daily, and weekly. Reports are generated on a high level by contact center and even broken down by specific queue. These reports have been highly beneficial to us as we perform our internal reviews. The rich information produced will show you the entire journey of a call which is especially important to us as we try to ensure customers get what they require in the shortest time possible. The beauty of Contivio.com is again their flexibility. They often adapt to what we need when it makes sense to them and their business and we always have the opportunity to ask them to develop what we need, when it is niche.”