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  • Presentación Atencion SMS - Abril - 08

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    This document summarizes information about Paraguay and Telecom Paraguay. Paraguay is a landlocked country in central South America with a population of 6 million people and a GDP per capita of $2,758. Spanish and Guarani are the main languages. Telecom Paraguay is the leading telecommunications provider in Paraguay. It has over 1.8 million cell phone clients and 14,000 wireless clients. Telecom Paraguay implemented an SMS customer service channel that is 4.25 times cheaper than voice and reduced calls to the contact center by 31.7%, saving 12% of the annual budget. Customers prefer the SMS channel for its convenience.

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    Presentación Atencion SMS_Abril_08

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    This document summarizes information about Paraguay and Telecom Paraguay. Paraguay is a landlocked country in central South America with a population of 6 million people and a GDP per capita of $2,758. Spanish and Guarani are the main languages. Telecom Paraguay is the leading telecommunications provider in Paraguay. It has over 1.8 million cell phone clients and 14,000 wireless clients. Telecom Paraguay implemented an SMS customer service channel that is 4.25 times cheaper than voice and reduced calls to the contact center by 31.7%, saving 12% of the annual budget. Customers prefer the SMS channel for its convenience.

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    21 views11 pages

    Presentación Atencion SMS - Abril - 08

    Uploaded by

    pdrovlazquez358
    This document summarizes information about Paraguay and Telecom Paraguay. Paraguay is a landlocked country in central South America with a population of 6 million people and a GDP per capita of $2,758. Spanish and Guarani are the main languages. Telecom Paraguay is the leading telecommunications provider in Paraguay. It has over 1.8 million cell phone clients and 14,000 wireless clients. Telecom Paraguay implemented an SMS customer service channel that is 4.25 times cheaper than voice and reduced calls to the contact center by 31.7%, saving 12% of the annual budget. Customers prefer the SMS channel for its convenience.

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    of 11

    Genesys - Personal

    Telecom
    Paraguay

    Genesys Customer Innovations Award


    January 2009
    Paraguay
     Location: Central South America, landlocked
    country.

     Population: 6.000.000 (est.)

     Age Structure: 36.9% under 14 years


    (median age 22)

     Capital: Asuncion (1.580.000)

     Languages: Spanish and Guarani

     Large informal sector features reexport of


    imported consumer goods to neighboring
    countries (Brazil and Argentina).
    Commodity-based export country (soybean
    and meat).

     PIB per capita U$D 2.758

     Poverty: 35% (est.)


    Telecom
    Paraguay
    Cell Phones Plans Wireless
    Facts
     Part of Telecom Italy
     Since 1998
     Turnover: USD 140 M
     Coverage leadership
     Cutting-Edge Technology
     Leader in customer care Clients: 1.8 M Clients: 14k

    service
    Source: Internal. 2009
    Customer Care
    • ISO 9001 – 2000 management
    service

    Atention level: 90% • Customer value-based routing

    • 21 customer care centers

    • Contact Center

    – 1.500.000 contacts per month


    Service level: 79%
    – 24/7
    – 300 agents
    – 3 languages (Spanish, English and
    Guaraní)
    – World Class technology
    – Self-service IVR
    – Innovative service channels: web cam,
    chat, SMS, email
    Paraguayan Market

    Voice / SMS

    500M Why don


    ´t we
    use this
    channel
    180 M
    to
    interact
    with
    custome
    rs?
    Customer Experienc
    Appreciations
    Customer
    Satisfaction Customers say…

    92%,
    • Instant access
    belive that • user-friendly
    service provide in this
    channel is excelent • Skip IVR
    • Innovative channel

    SMS or Agents say..


    Voice? • Easy comprehension for clients
    58%, prefer SMS • Strong perception of online assistance
    instead of voice channel • An alternative for rush hours in Contact
    Center
    • Keeps written information for customers
    SMS
    Consolidated
    Channel
    Cost impact
    Competitive
    SMS
    costs channel is
    4.25 times
    cheaper
    than Voice
    channel.

    Acumulated Saving
    12% of annual budget
    Cost impact since
    implementation
    A reduction of 2.7 millon calls was accomplished, this represents 31.7% of
    the total cost.

    80% Self-Sevice

    Genesys
    level
    Implementation
    (Outsourcer)
    calls

    SMS &
    WINCALL GENESYS Multimedia
    capability

    Less lost calls from MSC


    Call rate reduced from 0.24 to 0.10, customers
    to CC alls
    6. 000 c
    increased 38%
    alls
    00 c
    20.0
    CRM +
    Genesys
    Thanks

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