Elevating Customer Resolution with Data-Driven Contact Center Transformation

A Global Telecom major operating a large-scale inbound contact center across multiple geographies was facing significant challenges in achieving first-time resolution (FTR) targets. 

The center managed Inbound Customer service: 

• Customer service inquiries  

• Network issues & escalations 

• Billing & payment queries 

• Migration issues 

• Plan upselling 

• Retention & churn prevention calls 

Despite a workforce of 100+ agents and multiple CRM/IVR tools, business leaders consistently raised concerns such as: 

• “Why do customers need to call back multiple times for the same issue?” 

• “Why is resolution taking too long, leading to drop-offs?” 

• “Why are repeat calls eating into agent bandwidth?” 

At baseline, the resolution rate was only 60%, leading to escalations, higher average handle time (AHT), and poor Net Promoter Score (NPS). 

The Challenge 

The barriers weren’t purely operational gaps—it was a mix of data fragmentation, inconsistent processes, and reactive visibility: 

• Multiple systems (CRM, billing, ticketing, knowledge base) with poor integration 

• Lack of a single source of truth on customer issue history 

• 25%+ repeat interactions caused by incomplete or inaccurate resolution steps 

• Agent dashboards lacked guided workflows, leading to inconsistent handling 

• Leadership insights were lagging (weekly reports, not daily) 

Approach: Building a Resolution Excellence Framework 

Step 1: Diagnostic & Mapping 

We conducted a 6-week study across customer journeys, mapping: 

• Repeat call drivers (billing errors, service outages, account resets) 

• Resolution bottlenecks  

• Agent decision paths vs. recommended workflows 

• Correlation of resolution with NPS scores 

Step 2: Unified Knowledge & Analytics Layer 

With IT and analytics teams, we deployed a centralized resolution intelligence layer: 

• AI-driven knowledge base with dynamic search and “next best action” guidance 

• Real-time resolution dashboards for supervisors 

• Scenario based coaching by Supervisors 

Step 3: Guided Agent Enablement 

• Role-based dashboards with resolution scripts and troubleshooting trees 

• Gamified performance scorecards aligned to resolution KPIs 

• Continuous Improvement plans for Agents through regular Refresher trainings with efficacy mapping 

Automation Milestones Achieved 

Outcomes That Mattered 

🚀 Customer Experience Boost 

• Resolution uplift of 15% (60% → 75%)  

• Reduction in repeat calls improved availability of agents for new queries 

• Supervisors gained real-time visibility to coach agents proactively 

💡 Leadership Impact 

• Shift from reactive firefighting to proactive service recovery 

• Data-driven insights on top 10 resolution leakage areas, enabling root cause fixes 

Want to Recreate This in Your Business? 

At Vasutti, we help enterprises transform their operations, governance resulting in Green KPI’s, we bring numbers to life with data driven approach & intelligent analytics.

Connect with us: info@vasutti.com