As part of this initiative, Astellia’s Nova Care solution for efficient customer complaint investigation is being used by Zain Bahrain Customer Care. It has already helped to reduce average handling time (AHT) by 20-30% and increase first call resolution (FCR) by 10-20%. Customer Care agents can now really increase customer satisfaction, reduce churn and turn complaining customers into brand advocates. In addition, escalation of issues to network operations team has, on average, been reduced by 20% since Customer Care teams now have a better knowledge of network related issues hereby decreasing customer service OPEX.
Head of Customer Care