Business Need

The client is one of the largest communications service’s providers in APAC region, products for broadband, digital television, radio, cable, pay TV and Voice Over IP telephony. The client is consistently improving and investing in its infrastructure to cater to growing and divergent needs of its rapidly expanding customer base. With that business objective, the client took a key decision to migrate from existing platforms, applications, and products to new solutions. The goal was to migrate the existing legacy VOIP switches to newly configured next generation switches that have higher capacity. The new VoIP switch concept takes into consideration new realities in the telecommunication industry such as the need to optimize the operating networks and expand VoIP lines to enhance customer experience. Switch Migration also aimed to handle important concerns raised from the use of legacy switches like capability and compatibility with other advanced devices.

This being a mission critical operation of over 2 months wherein over 15 Million customers to be migrated, minimal impact by full preparedness, pro-active customer communication, and effective customer service management were determined as key success criteria.

KS Solution

With 10 weeks of lead time, KS team worked with client stakeholders to mine the historical migration data and a repository of 104 call drivers was created. Equipped with this call driver data KS team has put together customer scenarios for each of these call drivers and developed over 360+ decision tree based branching simulations to train their 5000-member strong customer service team.

These scenarios and simulations were developed in a very tight developed window of 4 Weeks. These were authored, deployed, and delivered through Knowledge Synonyms’ proprietary KPI driven Simulated Learning Platform, EasySim^®. Over 2000+ simulated training sessions were held on the platform in the window of 5 Weeks.

Deep insights and analytics against each of the competencies (both critical and non-critical) and associated learner behavior was derived out of this comprehensive learning experience rollout and reports were automatically sent out to Team Leaders and Client stakeholders.

Benefits

Basis learner analytics, customer was able to access the job readiness of each training participant and take critical business decision for remedial actions and determine where each associate stands w.r.t. L1, L2 or L3 support levels. Basis the deep analytics into associate competencies and behavior, our client was able to make quick business decisions for the fitment of an associate for B2B customers as well as B2C customers.

Geared with this success, KS is now working with customer for the 5G rollout.