Case Study: Telmore Saves 400+ Hours a Month With Puzzel

Telmore, a leading Danish telecom provider, serves customers across mobile, internet, and streaming services. With 80 customer service agents handling a high volume of enquiries every day, gaining insights into customer needs is key to delivering great service.

Challenges

Telmore has always prioritized creating great customer experiences and maintaining high conversation quality, regardless of which agent handles the call.

To gain insights into customer needs, their agents categorized calls into topic groups, helping the team track trends, standardize responses, and improve knowledge sharing.

But with 80 agents and a high daily volume of enquiries, doing this manually would take over 400 hours a month, time they didn’t have.

On top of that, some calls cover multiple topics, making it difficult for agents to accurately capture every detail. As a result, the manual process was not only time-consuming but also inconsistent.

Telmore needed a smarter way to manage call categorization, one that wouldn’t take time away from assisting customers.

Solution

To optimize workflows and allow agents to focus on customer interactions, Telmore implemented Conversational Intelligence (formerly Capturi). The AI platform now automatically tags calls, eliminating the need for agents to do it manually.

This means that they can now spend time handling more customer calls and reduce pressure in busy call periods. Also, it allows the team to focus on improving call handling, minimizing knowledge gaps, and improving retention.

As the company keeps growing and changing, it sets an example for others in the industry by showing how technology can greatly improve customer experience and service.

Results

With AI-powered automation, Telmore is setting a new standard for customer service, proving that technology can enhance both efficiency and the customer experience.

By removing repetitive tasks, the company has given agents more time to focus on what truly matters: helping customers. Their success highlights how AI can be a game-changer in modern contact centres, improving workflows, boosting productivity, and ultimately creating better customer experiences.

By investing in Puzzel’s Conversational Intelligence, Telmore has automated call tagging, saving time equivalent to 400 hours per month while improving call quality and creating more time for meaningful customer interactions.

This blog post has been re-published by kind permission of Puzzel – View the Original Article

For more information about Puzzel - visit the Puzzel Website