Helping Customers Use Self-Service to Reduce Calls
In the fast-paced world of telecommunications, reducing avoidable customer service calls is key to improving both efficiency and satisfaction. This six-month Green Belt project set out to increase usage of Mi Adamo, the company’s online self-service portal, and reduce call center demand. By enhancing promotion efforts, training agents to guide users toward self-service, and improving platform functionality, the team achieved a 2.65% reduction in calls from registered users, saving the company an estimated €5,746 annually. Though the original goal was a 5% reduction, the project sparked a measurable shift in customer behavior and set the foundation for ongoing improvements. The key takeaway? With data-driven insights and cross-departmental collaboration, even modest changes can make a big difference in optimizing digital customer service channels.