Self-service platform deflects 62% of billing calls
A subscriber portal that answers the questions the call centre was fielding.
- 62%
- call deflection
- 4.6/5
- satisfaction
Routine billing enquiries.
Post-interaction survey.
Overview
Kestrel's contact centre handled a high volume of routine billing enquiries.
The challenge
Subscribers had no way to see usage or change plans without calling.
What we built
A self-service portal integrated with billing and provisioning, with usage explanations written in plain language.
Results
Routine call volume fell sharply, freeing agents for complex cases.
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