Axiom Telecom

KAIZEN News Letter

Volume 1, Issue 2,
June 2016

Response time improvement for

Social Media Customer Interactions
Background (Current State)

I
n Axiom Telecom we always put the customer first, and our social media
team is no exception. In December 2015 we realized that the response to
our social media queries were taking too long—further analysis showed
us that our figures were below global benchmarks. After reviewing aver-
age responses across 3ooo queries on the different social media platforms, the
times taken to respond were as follows
 TwitterTM(58 Min) (Benchmark for Twitter : 3 Min)
 Facebook TM (55 Min)
 Instagram TM (1 Hr.)
Mr. Biju Nair (Call Centre) Mr. Rida Elmasri(Marketing)

Improved State (After State

State)) Results

A s a part of the improvement project undertaken by Call

Centre, Marketing and the BE team, the following actions
were implemented.
1. We realigned and reaffirmed the priorities on social media que-
ries for the agents.
2. We defined the time line to close a chat response to avoid the
agent spending time indefinitely on a single chat.
3. We established a proper measurement for response time and the
average handling time of social media through the implementa-
tion of new software.
After the implementation of these actions the response time to social
media queries improved immediately. In April, even though the total
volume handled increased by 5 times when compared to January; the
average time taken to respond to these queries reduced as below

In this whole journey , the new Software called ‘Conversocial TM’

played a vital role. During the selection and implementation of
‘Conversocial TM’ we saved ~1.5 M AED when compared to the previ-
ous software we were using.

We are still working towards meeting global benchmark and our own
Axiom internal targets, however the efforts taken by the Call Centre
and Marketing team have resulted in a very impressive improvement.

Please notify us the Best Employee KAIZEN of your department, Suggestions & Feedbacks to us on BE@axiomtelecom.com

Published By: Business Excellence Department