Case Study
In the highly competitive telecommunications sector, call-centre efficiency is critical to delivering great customer service. For a leading European telco, onboarding temporary call-centre staff meant creating, updating, and deactivating large volumes of user accounts across multiple systems, a manual process that was slow, repetitive, and prone to error.
In this case study, we show how T-Plan delivered a purpose-built RPA solution for the client’s call centre, cutting account setup time from minutes to seconds, ensuring accuracy, and freeing staff to focus on serving customers.
Telecommunications / Telecoms
Creation of accounts in multi-systems by call centre agents.
Robotic automation of the creation, update & disabling of accounts.
A leading European telecommunications provider faced operational strain when onboarding temporary call-centre staff to meet peak demand. Each time external call-centre agents were hired to handle sudden peaks in workload, a complete set of accounts in all the systems had to be created.
These accounts were short-lived but essential, and each agent required multiple logins across different applications. The process often took up to 15 minutes per account, with hundreds of accounts being processed during busy periods.
Manual handling of this workload created several issues:
The telco needed a way to streamline this process, improve accuracy, and free up resources while maintaining security and compliance standards.
T-Plan deployed an RPA solution that automated account creation, updates, and deactivation across all relevant systems. In order to be able to create, update, and disable huge numbers of accounts in multiple applications, the client implemented a robotised process to handle all of these changes efficiently and consistently.
The robot picks up work items from a centralised account management system and executes all required actions across multiple systems in a timely and quality-controlled way. This ensures that every account is processed accurately, with full compliance to the organisation’s security protocols.
By removing the need for manual intervention, the automation eliminated a major source of human error and significantly reduced operational stress for the call-centre team. Freed from repetitive, time-sensitive account work, staff could be reassigned to more rewarding and intellectually engaging activities such as training, process improvement, and direct customer support.
Instead of taking up to 15 minutes of human work time per account, this process is now completed by e:Agent in just 30 seconds. This not only delivers a substantial time saving but also ensures the telco can rapidly scale operations during peak periods without the risk of bottlenecks or reduced quality.
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