Reducing international customer services cost by 20% within 15 months
Defining a customer service efficiency programme for a mobile service provider’s international subisdiaries to reduce cost by 20% within 15 months
01
The challenge
- reduction of operational customer services cost of a mobile telecommunications provider in its European subsidiaries by 20% within 15 months
- lack of transparency and comparability of operational key performance indicators (KPIs) between customer services units in the subsidiaries
- lack of best practice and know-how sharing
02
The approach
- close cooperation with subsidiaries’ customer services heads to establish comparability and transparency regarding operational KPIs
- establishing regular best practice exchanges and introducing temporary project assignments for customer services employees between the international subsidiaries
- internal benchmarking of subsidiaries and comparison with external market data
- introduction of efficiency measures per subsidiary and agreement of targets with each customer services head
- accountability for implementation of specific measures with each subsidiary, overarching measures with international customer service department
03
The result
- comparability and transparency regarding operational performance and cost situation of subsidiaries established
- best practice exchange established
- efficiency targets achieved