Advanced Contact Center

2500+ Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

"As a leader in the contact center space, Avaya has the experience and expertise to deliver the solution we need.”

— Jaiporn Srisakul, Managing Director

Benefits

Improved Customer Service
Reduce Cost
Increased Productivity

SELF-SERVICE SUITS CONTACT CENTER CUSTOMERS

Mobile operator contact center takes self-service to a new level with Avaya Aura Experience Portal

Thailand’s premier mobile network operator AIS has put self-service at the heart of its customer experience management. By adding Avaya Aura® Experience Portal to a powerful Avaya platform, its contact center operation can now handle 85 million calls a year via self-service, meaning its 1800 agents can focus on higher-value calls. The results are a faster, more responsive service to customers, and a huge cost saving to the business.

AIS is by far Thailand’s leading mobile network operator: its 38.5 million customers provide it with a 52% share of total market revenue. But keeping so many customers satisfied and loyal is clearly a major task – one that AIS has delegated to its subsidiary Advanced Contact Center.

Established in 2002, Advanced Contact Center (ACC) today provides multichannel service to the AIS customer base, plus a handful of other smaller businesses. In 2015, that meant managing some 115 million incoming calls, as well as a growing outbound operation.

“The Avaya self-service system manages simple interactions for us, and it means the wait times are short and customers can complete the transaction quickly.”

-Jaiporn Srisakul, Managing Director

Managing Millions of Calls

Clearly, such volumes require an innovative approach to call handling – and for more than a decade, that’s what ACC’s partnership with Avaya has delivered.
    
Before ACC first moved to an Avaya contact center platform in 2006, it had a basic interactive voice response (IVR) system, that was able to handle a quarter of the incoming calls. The other 75% were directed to its team of agents, spread across sites in Bangkok and Korat, in the north east of the country. Since switching to Avaya, the proportions have swapped: now the self-service function handles more than three quarters of all calls – an annual volume of 85 million.

Faster Calls, Lower Costs

“The Avaya self-service system manages simple interactions for us, like activating their SIM card, subscribing to roaming services or billing requests,” explained MD Jaiporn Srisakul, “and it means the wait times are short and customers can complete the transaction quickly.”

But aside from the service advantages, the extensive use of the Avaya solution has a major cost benefit. “The cost per self-service call is lower than Thai Baht (THB) 1,” Srisakul revealed, “while the cost per call when an agent is involved can be as high as THB 50-100, depending on the skill level of the agents.” In fact, it’s so cost-effective that ACC introduced freephone numbers for calls to the self-service channels to encourage customers to use the automated service first – an approach that has helped change the culture.

Avaya doesn’t just sell us a service: they seriously study our customers, and help us to deliver the best customer experience.”

— Jaiporn Srisakul, Managing Director, Advanced Contact Center

Recognizing Valued Customers

ACC’s agents still have a major role to play however, with just 1800 managing around 3 million calls a month. Typically, these are more complex enquiries, and the Avaya system helps further with segmentation and service. ACC’s CRM platform identifies customer details, and when it recognizes a customer who regularly pays over THB 300 a month, the call is routed to the most highly skilled agents.

“We match customer types with our services using the Avaya system,” confirmed Srisakul. “That not only helps us route calls to the right agent, but also allows us to build up a richer profile of each customer – so when they go through to an agent, the agent has comprehensive information at their fingertips.”

Again, it means requests can be fulfilled faster, freeing up agents for the next call while sending customer satisfaction soaring.

A Partnership Built on Three Pillars

For ACC, the role of Avaya in this is crucial. “We’ve viewed Avaya as a partner for over ten years. They have never hesitated to offer us a new and innovative solution that helps us move forward.” The most recent example was the upgrade to the Avaya Aura Experience Portal, which offers enhanced personalization and richer multichannel capabilities, essential as 4G and smartphones become the norm in the Thai market. The Experience Portal has also helped automate more advanced transactions, which is now a revenue generating channel for the business.

“Our partnership with Avaya is based on three key success factors that both companies believe in,” Srisakul concluded: “Technology, Process Excellence and People. As a leading player in the contact center space, we trust that Avaya has the experience and expertise to deliver the solution that we need.”

 

About ACC

Advanced Contact Center Co. Ltd provides responsive and trusted customer service to the 38.5 million subscribers of AIS, Thailand’s leading mobile operator. A wholly owned subsidiary of the AIS group, ACC operates 4 contact centers and employs 3,300 people, of whom around 1800 are frontline agents. In 2015, it handled over 113 million calls. It now also serves a selection of other customers. In 2015, ACC was named a “Best of the Best” employer by global human resource firm Aon Hewitt. 

For more informations:  www.acc-contactcenter.com.

CHALLENGE

  • Deliver high-quality, swift and cost-effective service to a customer base of over 38 million mobile phone users

VALUE CREATED

  • Faster response rate – over three quarters of calls are completed automatically, without agent involvement
  • Agents can focus on higher-value customers and more complex interactions
  • Sustained customer satisfaction
  • Huge operating efficiencies: cost per call on self-service is lower than THB 1, compared to THB 50 + when handled by skilled agents
  • Self-service channels generate an estimated revenue in excess of THB500m a year

KUNDENPROFIL
  • Firmenzentrale:

  • Thailand

  • Anzahl Mitarbeiter:

  • 3300

Advanced Contact Center Co. Ltd provides responsive and trusted customer service to the 38.5 million subscribers of AIS, Thailand’s leading mobile operator. A wholly owned subsidiary of the AIS group, ACC operates 4 contact centers and employs 3,300 people, of whom around 1800 are frontline agents. In 2015, it handled over 113 million calls. It now also serves a selection of other customers. In 2015, ACC was named a “Best of the Best” employer by global human resource firm Aon Hewitt.

Was unsere Kunden sagen
“Our partnership with Avaya is based on three key success factors that both companies believe in: Technology, Process Excellence and People."

Alle Referenzkunden ansehen >
  • Jaiporn Srisakul

  • Advanced Contact Center

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