At the Zain Technology Conference (ZTC), Astellia, a leading provider of network and customer intelligence for mobile operators and Zain Group announced the creation of a Customer Insight lab to acquire a deep understanding of customer behavior and data usage. The customer insight lab which will be based in Bahrin provides a holistic view of customer's real time activities, said Astellia.
According to Astellia, its Nova Care Solution reduces average handling time by 20-30% and increases first call resolution by 10-20% for Zain Customer Care Services. The center plays a key role in detecting potential churners, delivering a better overall end-to-end customer experience and increasing loyalty, said Astellia.
Khawla Al-Jaber, Group Technology Strategy Director at Zain Group
Customer experience is at the heart of our strategy. It is therefore critical for our Marketing, Customer Care and Technical teams to continuously understand and improve this experience and we hope that this initiative will facilitate this process. The customer intelligence provided by Astellia is one of the crucial factors in achieving this goal and in helping Zain turn this data into market differentiation and efficiency improvements that impact our revenues.
Abdulla Salmeen, Head of Customer Care at Zain Bahrain
As part of this initiative, Astellia’s Nova Care solution for efficient customer complaint investigation is being used by Zain Bahrain Customer Care. It has already helped to reduce average handling time (AHT) by 20-30% and increase first call resolution (FCR) by 10-20%. Customer Care 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 Customer Care teams now have a better knowledge of network related issues hereby decreasing customer service OPEX.
Frédéric Vergine, co-founder and Vice President Products at Astellia
Astellia is proud to be involved in unlocking the value of Zain Bahrain’s customer knowledge and enriching the communication experience of their customers. This new collaboration further adds to a strong partnership with the Zain Group.
