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Telstra
Telstra is the largest provider of both local and long distance telephone services, mobile services, dialup, wireless, DSL and cable Internet access in Australia. As a telecommunications leader, Telstra offers value added services to further its marketing edge and profitability
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As a leader in its field, Telstra wanted to improve its bill pay service and increase its customer service operations. To meet this objective, Telstra had to enhance its existing pay-by-phone bill payment services while extending the same offering to the Internet. As a result, Telstra had to provide a broader and more efficient level of service while reducing its operational costs.
A large percentage of the costs associated with Telstra's bill pay service was generated from concentrating all bill payment calls to a single interactive voice response (IVR) service that charged a full subscriber trunk dialing (STD) cost. Furthermore, when customers called into the Telstra call center, service representatives did not have access to the information required to quickly resolve inquiries.
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Telstra selected BHMI's Call Applications Manager (CAM) software to provide the computer/telephony interface required to migrate its single IVR service to five separate points of presence. Under this new infrastructure, Telstra is able to provide simultaneous and coordinated transfer of voice and data for up to 50,000 calls a day. Furthermore, Telstra has significantly reduced its STD costs since it is no longer tied to a singe IVR service.
In addition to reducing costs, CAM also allows Telstra to provide its customers a much speedier and professional service. For example, when a call is received, accurate and current information is transferred from the IVR to a call agent application. As a result, a screen with the pertinent information is automatically displayed to the service representative receiving the call, which allows the representative to handle the customer's inquiry quickly and efficiently.
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Baldwin Hackett & Meeks, Inc.