Ooredoo Streamlines Standard Operating Procedures Using Dezide

Read more about how we helped Ooredoo Streamline their standard operating procedures using our software

The Ooredoo service and support management team were facing serious challenges in the call center, as there was no knowledge sharing and no documentation to help the agents when speaking with customers on the phone. Consequently, the customers would get a less than stellar service experience and would even get different information if calling multiple times.

The management team wanted to improve knowledge sharing and improve both quality and customer satisfaction at the same time by implementing a knowledge management software solution.

After a thorough evaluation, Dezide was chosen to help streamline the standard operating procedures in the call center resulting in significant improvements in quality and customer service.

70%

Increase in First Call Resolution

33%

Redcution in Cost Per Call

About Ooredoo

The Ooredoo Group is a leading international communications company, with a significant presence in the MENA region and Southeast Asia. It operates a portfolio of brands including Oordeoo, Indosat, Asiacell, Wataniya, Nawras, Nedjma and Tunisiana.
The Ooredoo Group’s principal activities are mobile telephone services, broadband solutions, and fiber technologies, serving both consumer and business markets. Headquartered in Doha, Qatar, the Ooredoo Group is ambitiously growing its global business on the basis of its insights into the needs of customers in emerging markets

Scattered Knowledge and No Sharing Was Affecting Resolution Rate Negatively

The call center agents literally didn’t have any good documentation or knowledge base to assist them when helping customers with their issues. The only sources of knowledge were hardcopy manuals, personal tacit knowledge and training documents. This imposed severe training times on all agents as they would have to sit through a lot of training and be able to memorize most of it. On the floor, there would be team leaders available to answer the questions that the agents didn’t know how to answer themselves.

Technically complex products and processes combined with inefficient training of new agents resulted in very high resolution times, many callbacks when problems weren’t fixed in the first call and bad customer experiences.

Something had to be done to improve the knowledge sharing between agents, improve training and increase first-time resolution rates.

“We see Dezide as an essential strategic element that translates very complicated business rules into easy-to-follow operating procedures”

Georges Jacques Mouannes

Manager Call Center, Ooredoo

Capturing and Organizing Knowledge in Central Multi-Language Knowledge Base

To meet these challenges, Ooredoo had been looking for a knowledge management systems that would be used for both internal Call Center process optimization and external self-service towards subscribers. Ooredoo had particularly been looking for an intelligent troubleshooting and knowledge management software solution to help improve the company’s image among the subscribers, and long-term increase customer trust and loyalty to reduce churn.

It was crucial that the solution was able to support both Arabic and English with transparent switching between the two languages. There should be only a single copy of the knowledge base that is maintained in the two languages. Likewise, it was important that the system supported searching in both English and Arabic.

It was a big undertaking when they first started out with Dezide, but we agreed to take a “start small” approach, where Dynamic Guides and FAQ Articles was created for the most popular products that caused the most calls to the call center. Furthermore, we started out by focusing on the issues that caused the longest call times and the most unsatisfied call handling experience for the customers.

After a dedicated three months effort, the initial knowledge base was launched to the entire workforce. Dezide was integrated with the Cisco CTI call systems which enabled Dezide to present the relevant guides and articles automatically based on the customer’s selections in the CTI system.

This means that all agents very quickly became familiar with the available content and started using it.

Soon the agents started providing feedback to the content and the quality of the knowledge base rapidly improved.

An integration was made with the ticket system Remedy. If the problem was not solved using the knowledge base, the agent now escalates the case to second line. Dezide automatically sends all the information from the troubleshooting session to Remedy where the ticket is updated and all information is easily accessible for second line support and field service.

From Hardcopy Manuals to Full Digitalization

The customer care center underwent a digital transformation of the entire way of doing business in the service department. They literally went from pen and paper to an intelligent knowledge base that automatically finds the most relevant content based on the data of the calling customer.

Training time was reduced significantly and the quality of the training improved dramatically. The agents became far better prepared to provide customers with a stellar support experience and the first call resolution rate soared.

Ultimately customer satisfaction went up while the cost of support calls was reduced.

Ooredoo Streamlines Standard Operating Procedures Using Dezide

70%

Increase in First Call Resolution

33%

Redcution in Cost Per Call

About Ooredoo

Scattered Knowledge and No Sharing Was Affecting Resolution Rate Negatively

Capturing and Organizing Knowledge in Central Multi-Language Knowledge Base

From Hardcopy Manuals to Full Digitalization

Let's show you how it works

PRODUCTS

INDUSTRIES

TECHNOLOGY

SUPPORT