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XLN Telecom

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XLN Telecom is a small business specialist offering a ‘one stop solution’ to business utility needs. XLN was founded in 2002 with an aim to help small businesses save money on their basic utilities. They currently offer business phone, broadband, mobile, energy and card processing.

Objectives:

Create a 24/7/365 service that XLN’s 130000 customers can access to ensure their operations are fully supported speed up first call resolution of faults or billing enquiries and assist with reducing overall debt and debt recovery

The Challenges

  • Ansaback would need to access and integrate with the XLN web based CRM system to access customer accounts, report line faults out to BT and provide updates to customers when requested.
  • Reduce billing enquiries to reduce overall debt position and duplicated effort
  • Improve first call resolution to reduce overall cost to serve.

The Approach 

Ansaback created a specific team trained on IT and Telecoms technology and systems with an extensive and ongoing training programme. We also built a specific telecoms and billing script to aid agents during live calls. This approach allows us to diagnose customer faults after initial checks are completed and where required agree potential call out charges if the fault is with their equipment. This was to improve customer understanding of charges and reduce queries. Where no fault is found on the test the system prompts the agent to book an appointment with the caller for an engineer to attend their premises to attempt to resolve the issue. The agent will arrange this with the caller using a diary system on the portal which shows the next available appointments in either AM or PM timeslots. The caller is advised of the appointment and the fault report is submitted.

The Results

XLNnow have a flexible and effective service that reduces cost, delivers a consistent quality of service and has achieved all the agreed objectives. Now in our 9th year of operation operating with Ansaback’s support since 2003,  XLN Telecom are delighted with the service Ansaback provides and see it as a valuable extension of their business.  They are also looking to extend the services we offer to them in the future.

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A flexible and cost effective service that reduces cost, delivers a consistent quality of service and has achieved all the agreed objectives.
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