80%

reduction in average call handling time

300%

increase in calls handled per hour

25%

operating costs reduced in both B2C and B2B markets with in-year ROI

Telefonica Significantly Reduces Call Handling Time with Digital Workers

We have a very clear standard for quality, and we are very focused on the quality of our customer relationships. Our priorities are reducing time, reducing errors and delivering that quality. So, this is why we have put a lot of effort into customer care.
Javier Magdalena Pinilla Director Simplification and Robotization

Telefonica Commits to Digital Transformation Across its Business

Telefonica Group, specifically Telefonica Spain, is symbolic of the new generation of digital businesses, yet they are nearly 100 years old. In July 2019, Telefonica executives set a public goal to achieve savings of 1 billion euros through their digital transformation program across the business in 12 countries. At Telefonica Spain, the focus is on gaining efficiency in all aspects of the business, including finance, operations, pre-sales, and contact center operations for both B2B and B2C segments.

Challenge

For any telecommunications company, contact centers create an operational challenge due to high labor and IT costs. They also have a significant impact on the customers’ satisfaction with their service provider. The company works with more than 1,000 large enterprises and tens of thousands of small to medium-sized business, which are supported by 1,000 Telefonica customer service specialists. On the consumer side, more than 6,000 call center agents field hundreds of thousands of requests from customers each day.

Since contact centers have such a significant impact on the customers’ satisfaction with their service provider, Telefonica resolved to quickly improve customer service and call-center efficiency.

Solution

Telefonica used Blue Prism to create a front-to-back-office solution that uses TrustPortal, machine learning, and integrations with more than 30 technologies. In fact, Blue Prism digital workers process approximately 250,000 simultaneous customer calls each day, sometimes at a rate of 20 calls per second. Telefonica Spain employs nearly 600 intelligent digital workers, who complete many tasks on their own, enabling the call center agents to focus on higher value work.

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