Through subscriber experience overview assessments and fast customer complaint analysis, Astellia enables your agents to get a better understanding of the problem experienced by any complaining subscriber.
“Astellia’s Nova Care solution is really revolutionizing the way we treat customer complaints. I can say that Nova Care has reduced average handling time (AHT) by 20-30% and increased first call resolution (FCR) by 10-20% at Zain Bahrain. Our 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 CC teams now have a better knowledge of network related issues hereby decreasing our customer service OPEX.”
Head of Customer Care, Zain Bahrain
Empower your Customer Service agents with Nova Care :
Nova Care designed for Customer Service and Technical Support departments, provides subscriber experience overview assessments and fast customer complaint analysis.