Elevating Technical Support in the Telecommunications Sector: A Case Study with a Multinational Spanish Telecommunications Company
As telecommunications continue to evolve rapidly, service providers need to ensure their technical support keeps pace. In this article, we share a case study of our collaboration with a multinational Spanish telecommunications company, detailing how Atento played a critical role in supporting their end-to-end technical support needs.
The Client
Our client is a Spanish multinational telecommunications company and one of the largest telephony operators and mobile network providers in the world. They offer fixed and mobile telephony, broadband, and pay television, operating in Europe and the Americas. Despite their impressive reach and offerings, they faced a challenge with the resolution time for mission-critical incidents that included interconnectivity between different telecom providers.
Challenges and Objectives
The primary challenge was the increased resolution time for mission-critical incidents that included interconnectivity between different telecom providers. The objective was to provide advanced end-to-end technical support within the client's voice and data repair chain and reduce the Mean Time To Repair (MTTR) for complex incidents.
The Atento Solution
Atento implemented several strategies to tackle this challenge:
Standardization of work processes
Automation of incident generation and tracking
Implementation of new severity criteria
Smart routing with new prioritization rules
Investment in resource qualification
These strategies ensured a seamless and efficient technical support system, which delivered an integrated solution in less than four months.
Results
Atento's strategic support led to significant results. We reduced the MTTR of complex incidents by 25% while absorbing an additional 40% demand with the same headcount. This reduction in MTTR translated into a decrease from 8 hours to 6 hours.
Conclusion
Atento's commitment to enhancing technical support in the telecommunications sector is evident in our collaboration with the client. By focusing on standardizing processes, automating incident management, and investing in resource qualification, we were able to reduce MTTR and enhance the client's technical support capabilities.
If you're facing similar challenges in your business and want to learn how Atento can help you elevate your technical support, schedule a free call with us. We're here to help you navigate the complexities of the telecommunications sector while ensuring exceptional technical support.
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