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Bell Aliant Trusts Egain Telecom Giant Seeks to Maintain Market Leadership Through Superior Customer Service

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Bell Aliant Trusts Egain Telecom Giant Seeks to Maintain Market Leadership Through Superior Customer Service CASE STUDY Bell Aliant trusts eGain Telecom giant seeks to maintain market leadership through superior customer service Company Solution The largest publicly traded company in The notion of knowledge as a key enabler Atlantic Canada and the third largest full- of quality service was at the heart of the service telecom business in all of Canada, new initiative—contact center agents as Bell Aliant’s offerings include local and long well as customers would be given easy distance telephone, wireless, Internet, access to consistent and accurate eCommerce, interactive multimedia, data, information. Bell Aliant wanted a and managed network services. It serves knowledge management solution trusted by more than two million consumers and over other large telecom companies, and a eGain Knowledge has 80,000 enterprises. vendor who would infuse industry best practices into Bell Aliant’s customer proved to be the single interaction and knowledge management “ Challenge processes. largest contributor to the With deregulation Canada’s telecom sector eGain’s software and services have been became highly competitive. Smaller used for over a decade by global telecom operational efficiency that companies were challenging Bell Aliant’s giants such as AT&T, Verizon, Vodafone, market share. The company decided high Virgin Mobile, and Orange UK. This track we have achieved in our quality customer service was key to record, combined with eGain’s reputation maintaining its market leadership, and for best-practice expertise in the customer contact centers. launched its Customer Service engagement arena, played a key role in Bell Transformation Initiative. The goal of the Aliant’s selection of eGain as the technology Mike Costello initiative was to take customer satisfaction provider for the Customer Service and retention to new levels, while reducing Transformation Initiative.The knowledge ” contact center operating expenses.The management and web self-service company would focus on the following applications in eGain’s customer tactical areas to attain its strategic goals: engagement software suite would: Consolidation of call centers Ensure consistently high quality service Web-based self-service across all channels Service consistency across interaction Enable customers to help themselves, channels and agents thereby reducing the need for agent- First call resolution assisted service Agent productivity Increase first-call resolution Agent and customer adoption of Reduce call handle and wrap-up times enabling technologies Reduce the need for agent training Enable cross-sell and upsell in service interactions Implementation knowledgeable and providing access to support, providing thorough and Bell Aliant implemented eGain accurate information, and the ability to KnowledgeAgent™ and eGain find the cause of problems and handle SelfService™, and also engaged eGain’s issues. Professional services for business process consulting and implementation. The team Bell Aliant’s customer service managers also conducted a comprehensive analysis of the noted other factors leading to contact agent-assisted and web self-service processes center productivity and efficiency. at Bell Aliant, and recommended best Key results Consolidation of knowledge bases across practices to improve agent performance, the four provincial contact centers design user interfaces, provide dialogue- ✔ 17% reduction in call handle time, enabled agents at these centers to access based web self-service to consumers, and which is approximately $1.53 a single, comprehensive knowledge base manage knowledge across contact centers. for customer service in both English and million in operating expenses. The eGain solution includes interfaces to French, and provide consistent answers. fit a range of user profiles. eGain’s team set ✔ 7% increase in first-call resolutions. up the knowledge access best suited to the The new knowledge base reduced the various types of users at Bell Aliant. This need to train agents on new products ✔ 5% increase in Customer Value approach facilitates agent and customer and services, further improving agent Metrics, Bell Aliant’s measure of adoption of the new knowledge base. morale and productivity. customer satisfaction. “eGain’s professional services organization In addition, the knowledge base enabled frontline agents to effectively answer ✔ Consolidation of knowledge across demonstrated deep knowledge about customer questions that were starting to four centers into a single knowledge customer service processes as they apply to get increasingly complex with the base for both English and French the telecom industry,” says Ginger Carson, Bell Aliant’s Group Leader for contact constant expansion of Bell Aliant’s inquiries. center knowledge management. “Moreover, offerings. eGain consultants showed great ✔ Reduction in agent training time. Feedback from customers revealed that they professionalism and flexibility throughout found the self-service website user-friendly the entire implementation process.” ✔ Reduction in escalations as novice and fast. eGain’s web self-service solution agents are able to handle complex allows Bell Aliant’s customers to get to the queries. Results right answers through an interactive natural language Q&A. Bell Aliant expects this With the business benefits enabled by capability to help them easily surpass their eGain’s contact center knowledge 10% call deflection goal for the year. management and web self-service solution, Bell Aliant is well on its way to attaining “eGain KnowledgeAgent has proved to be the goals of its Customer Service the single largest contributor to the Transformation Initiative. Among the operational efficiency that we have achieved results already achieved are: in our contact centers,” explains Bell 17% reduction in call handle time, Aliant’s Mike Costello. “Having already approximately $1.53 million in deployed eGain’s knowledge solution within our Mobility and Broadband Divisions in operating staff expenses. both contact centers and for web self- 7% increase in first-call resolution. service, we are engaging in the process of 5% increase in Customer Value Metrics, rolling this solution out to our Repair Bell Aliant’s independent measure of Team. This solution could be applied to customer satisfaction based on the just about every aspect of our business— following criteria: Providing information from service to even sales and other that is easy to understand, being business functions through our intranet.” Email: [email protected] © 2020 eGain Corporation. All rights reserved. eGain, the eGain logo, and eGain products, services and slogans are trademarks, service marks, or registered trademarks of Web: www.egain.com eGain Communications Corporation. All other trademarks or registered trademarks are property of their respective owners..
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