Case Study: VodafoneZiggo boosts FCR and cuts technician dispatches with TechSee

VodafoneZiggo Boosts Key KPIs, Reducing Cost to Serve

VodafoneZiggo, a leading Dutch cable operator, was facing the challenge of massive call volumes and a high rate of expensive technician dispatches. To improve its quality of customer care, the company needed to significantly boost its First Contact Resolution (FCR) rate and customer satisfaction, leading them to partner with TechSee and implement its visual engagement platform.

The TechSee solution enabled agents to use live video and augmented reality tools to see the customer's issue and guide them to a resolution remotely. This implementation for 2,600 agents resulted in a 26% reduction in technician dispatches, a 10-point increase in Net Promoter Score, and a significantly lowered cost to serve, allowing VodafoneZiggo to resolve issues more effectively on the first contact.

Vodafone

George De Visser

Director Customer Care