Case Study: Bell Aliant achieves 17% reduction in call-handle time and improved first-call resolution with eGain

Telecom Giant Seeks to Maintain Market Leadership Through Superior Customer Service

Bell Aliant, the largest publicly traded company in Atlantic Canada and a top-three full-service telecom in Canada serving over two million consumers and 80,000 enterprises, faced increased competition after deregulation. To protect market share the company launched a Customer Service Transformation Initiative focused on consolidating contact centers, improving service consistency across channels, boosting first-call resolution and agent productivity, expanding web self-service, and lowering contact center operating costs.

Bell Aliant selected eGain’s knowledge management and web self-service solutions and professional services to implement a consolidated, bilingual knowledge base and dialogue-driven self-service. The deployment of eGain KnowledgeAgent and SelfService improved agent and customer access to consistent information, reduced training needs and escalations, and delivered measurable benefits: a 17% reduction in call handle time (about $1.53M saved), a 7% increase in first-call resolution, and a 5% rise in customer satisfaction metrics, while accelerating web self-service adoption and call deflection.

Bell Aliant

Mike Costello

BellAliant