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Community Fibre’s key priority was to enhance its service experience and reduce agent handling time (AHT).
TCS HOBS for Context-Driven Engagement was the catalyst for boosting efficiency and empowering front-office and back-office teams.
The implementation provided a unified, dynamic workspace, allowing agents to manage multiple customer interactions, simplify navigation across multiple screens, and improve the first-time fix rate (FTFR).
Community Fibre stands out for its unique approach to building its network. By using 100% full fibre, the company ensures reliability, speed, and sustainability. It currently serves 1.3 million homes across and around the capital, with more than 185,000 London-based businesses within 200 metres of its network footprint.
The existing CRM platform was designed for handling single customer calls but required navigating multiple screens. As chat-based support grew, managing multiple conversations became a priority. To enhance both operational efficiency and customer experience, the client aimed to streamline interactions, reduce wait times, and accelerate issue resolution.
Community Fibre needed a cutting-edge solution capable of:
Swipe LeftSwipe RightTCS HOBS™ for Context-Driven Engagement helped us improve our customer and agent experience which is critical for us in maintaining the high level of customer satisfaction we see through Trustpilot. We appreciate the interworking between the TCS team, our customer service, and the IT team to rapidly develop and iterate the solution to maximise benefit.
Chris Williams
CIO, Community Fibre Ltd.
The integrated offering streamlined navigation, allowing agents to manage multiple interactions efficiently. It also enabled role-based customization and CRM data integration, ensuring continuous optimization. Here’s how TCS HOBS for Context-Driven Engagement made a difference.
Value delivered
TCS HOBS for Context-Driven Engagement empowered Community Fibre to deliver a seamless and unified customer experience by reducing AHT and boosting agent productivity.
The benefits include: