Case Study
Call Centre Automation for the Telecommunications Market.
Telecommunications / Telecoms
Creation of accounts in multi-systems by call centre agents.
Robotic automation of the creation, update & disabling of accounts.
Each time external call centre agents are hired to handle sudden peaks in workload, a complete set of accounts in all the systems has to be created.
As an external workforce is hired with very little advance warning, it is crucial to set up their accounts quickly, so they can start working right away. Since these resources are only working for short periods of time, these accounts have to also be disabled quite frequently.
This process led to hundreds of account transactions per week needing to be actioned manually.
In order to be able to create, update and disable huge numbers of accounts in multiple applications, the client set up a robot automated process to handle all of these changes.
The robot picks up the work item in a centralised account management system, and executes all necessary actions over multiple systems, in a timely and quality controlled way. This allowed the resource reassignment of these error prone and stressful tasks, so that they can work on more gratifying and intellectually challenging activities.
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