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Implementing a Robotic Process Automation (RPA) solution with employee buy-in

Learn how TELUS International used RPA to make service interactions easier for both customers and employees by saving time, reducing costs and delivering greater accuracy.

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decrease in average handle time

increase in call capacity

Companies of all sizes are looking to eliminate inefficiencies in order to maintain a competitive advantage. As such, Robotic Process Automation (RPA) is on the rise with organizations seeing valuable results throughout their business.

RPA helps to simplify processes, making service interactions easier for both customers and employees by saving time, reducing costs and delivering greater accuracy. The elimination of repetitive tasks in the workplace also allows team members to focus on more complex and innovative projects.

The challenge

A large global technology client’s legacy contact system received calls from customers through a toll-free number. These incoming calls were directed through a hard phone system that would provide the customer’s Automatic Number Identification (ANI).

The ANI required manual input by the agent into a separate portal in order to access account information to properly serve the customer. The additional step required callers to be placed on hold between 2-3 minutes. As a result, the client experienced longer average handle times and decreased customer satisfaction.

TELUS International's RPA Solution

TELUS International team members identified the extra step in the process as an opportunity to improve the employee and customer experience.

Using a custom RPA solution, TELUS International connected the two portals using an Application Program Interface (API) that could read the ANI from the hard phones. Customer information from the ANI was automatically converted into the stand-alone database and then sent to agent workstations, thereby eliminating the need for agents to go between portals.

Work smarter, not harder

The first release of the RPA Solution took about two weeks of development. To improve the RPA Solution even further, two additional releases were issued that ultimately resulted in:

  • Decreased average handle time by 22%
  • Increased call capacity by 35.3%
  • Increased agent engagement levels
  • Improved customer experience
  • Increased cost savings

Implementing feedback from frontline team members was key to driving innovation and efficiencies for the client, while also positively impacting job satisfaction and agent engagement.

Being put on hold to obtain basic account details was not a good use of time for the agent or the caller. This solution went beyond reducing call handle time and improving productivity. It also equipped agents with the necessary data to start each interaction as a personalized customer experience.
team member, TELUS International

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