The requirement to connect or disconnect a customer and the associated processing overhead runs across various streams of the call centre, and can represent a time-consuming task with potential for error in a number of different scenarios.

• Customer take-on
• Retentions and renewals
• Upgrades
• Account expansion and contraction
• Lost and stolen
• Collections
• Disposals

The common theme is that the connection and disconnection process represents the most visible of customer experiences, and can result in a negative impact on average handling time, first call resolution and customer satisfaction if not done correctly.

Layer on the complexity of handset ordering and tariff changes, and the fact that an agent has 6 systems on average to navigate while trying at the same time to meet the customer's requirement and it is easy to see why the ability of an organisation to perform this core activity right first time can have a significant impact across all of a call-centres key deliverables.

Blue Prism solutions – generating rapid ROI

Blue Prism Solutions have paid for themselves time and again in the call centre environment by assisting and delegating the work of the agent in a number of these complex scenarios.

By allowing the operational owners of a process to redesign their existing systems without any development or change required by application owners, Blue Prism solutions can subtly or radically change an existing process to cater for changing demands within very short time frames.

Processes, which have a degree of complexity, coupled with an unfriendly system journey and repetitive nature will always be weak process points where errors and customer dissatisfaction can emerge. 

Reducing call-handling times

Blue Prism solutions have delivered increased customer satisfaction and reduced call handling time for all of the following processes.

• Bulk connections and disconnections
• Automated handset ordering
• Wholesale tariff changes
• Automated billing re-calculations
• Contract renewal monitoring

Blue Prism's solutions make it possible to re-package legacy systems both on the agent's desktop and in a back office virtual factory by re-facing and re-engineering current processes and systems without the need for costly and time-consuming system change, delivering the truly agile enterprise.

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