The client partnered with eClerx to reduce the rising costs and negative customer sentiment tied to avoidable technician visits. Using a holistic solution that combined the power of AI and the domain expertise of our CX services, eClerx helped reduce unnecessary truck rolls by up to 30%.

Headquartered in the United States, this fast-growing regional broadband provider specializes in high-speed fibre and fixed wireless services across urban and suburban markets throughout the country. manufactures and sells health and sportswear clothing and accessories.

With its goal to deliver unbeatable service reliability and customer service to their userbase, their organization takes pride in ensuring the quick instillation and maintenance of their broadband offerings.

The challenge

Providing consistent service to customers is key for telecommunication providers, with the timely dispatch of skilled technicians to install or repair any necessary equipment being critical lever to control costs and deliver seamless service at scale. However, not all service issues inherently require a technician appointment. When agents do not ask customers the right questions or if technicians lack the appropriate equipment for a job, providers waste resources and risk customer satisfaction in what is referred to as an “avoidable truck roll” (ATR).

For this client, several operational inefficiencies within their contact center began to result in a sharp increase in ATRs occurring. Ranging from agents misdiagnosing customer issues to communication gaps between support supervisors and dispatch teams, their organization often sent technicians to jobs that they either were not prepared for or could have been addressed remotely by agents. Over time, these unnecessary truck rolls began to cause the client’s operational costs to increase significantly, while frustrating customers due to long waits and repeat appointments.

Looking to uncover and solve the root causes behind this rise in ATRs, the client sought an experienced customer experience (CX) and field service vendor that could help optimize their support operations.

Agent performance:

• Agents often mishandled technical customer queries
• Resulted in issues either being misdiagnosed or passed on to technicians instead of being solved remotely

Communication gaps:

• Inefficient triaging and routing of support tickets by contact center
• Led to a growing information divide between support and dispatch teams

Increase in ATRs:

• Inefficient CX operations caused a rise in unnecessary technician trips
• Negatively impacted technician productivity and customer sentiment, as well as increasing operational costs

Our strategy

With a proven record of success within the telecommunication’s industry, the client decided to come to eClerx for assistance in preventing potential unnecessary truck rolls from occurring.

Implementing a combination of our CARE and technology-led ATR framework, eClerx’s Customer Experience teams focused on improving diagnostics, decisioning, and workflow efficiency for our client through a five-step approach:

• Intelligent call center diagnostics

To strengthen the client’s frontline support, eClerx’s CX services worked to enhance the Tier 1 and Tier 2 troubleshooting scripts used to guide agents. Developing structured, decision-tree-based diagnostic workflows, agents were able to be guided by the client’s detailed knowledge bases in real-time, ensuring faster, more accurate issue identification that reduced unnecessary escalations.

• Advanced ticket triage and routing

In an effort to improve the efficiency of the client’s ticket management, eClerx implemented a standardized categorization method for their contact centers. Combining automated prioritization and routing logic, each ticket would now be intelligently directed to the right teams, improving communication across departments while also ensuring critical issues receive immediate attention.

• Analytics-driven root cause identification

Leveraging the client’s historical truck roll data, eClerx’s field service experts helped the client the primary drivers of their avoidable dispatches. Feeding into a continuous feedback loop, this solution ensured that the client’s troubleshooting processes would be further refined as time went on.

• Workflow automation

Introducing automated order management and provisioning systems into the client’s contact centers, eClerx ensured seamless, automatic validation checks before the dispatch of technicians. This extra step not only helped prevent any unnecessary field visits, but also reduced the need for manual intervention when handling tickets.

• Quality monitoring and agent coaching

Through the power of QA360, eClerx’s proprietary GenAI-driven QA solution, our CX team ensured the comprehensive evaluation of the client’s customer interactions, providing a far more in-depth view of agent performance. With these insights delivered to supervisors via an easy-to-digest dashboard, the client could now understand what kinds of targeted training was needed within their contact centers, further reducing the need for unnecessary truck rolls.

The results

Within four to six months of being launched, eClerx’s hybrid solution enabled the client to significantly reduce avoidable truck rolls while improving customer experience and operational efficiency.

The results included:

• 20–30% reduction in avoidable truck rolls
• 15–25% improvement in First Call Resolution (FCR)
• 10–20% reduction in average handling time (AHT)

Seeing a remarkable reduction in their avoidable truck rolls, as well as their operational costs, the client continued to leverage eClerx’s technology and field service expertise within their dispatch services.

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