For regions with lower call volumes, PFU needed a way to maximize operational profitability and resource efficiency while still providing top-tier support. They wanted to move beyond disjointed service levels and required a partner to unify tier 1 and tier 2 support.
The ultimate goal was to unify Tier 1 and Tier 2 support, significantly improve FCR, and deliver a seamless experience across all markets.
Starting operations in 2024 in Portugal with a dedicated team of 15 FTEs, Konecta designed a blended BPO service tailored to PFU's exact needs.
Instead of a traditional call centre setup, Konecta built a technical support hub equipped with a dedicated laboratory. This lab contains the full range of PFU products, allowing agents to physically replicate reported errors and perform hands-on testing to resolve technical problems on the first contact.
To tackle the massive linguistic footprint, Konecta handles English, German, French, Italian, and Spanish using native agents. For the remaining languages, Konecta proposed an innovative workaround: integrating simultaneous voice translation in conference calls via Dualia.
This ensures that even for rare languages where native agents are not available, customers receive immediate, accurate support. Customers can reach out across multiple channels, including telephone, web chat, video call, email, and Teamviewer. If an issue truly cannot be resolved remotely, agents refer the customer to a local Service Centre for face-to-face assistance.
By resolving nearly all technical issues in-house, Konecta actively protects PFU's internal resources from being overwhelmed by basic hardware tickets.
The metrics speak for themselves:
- 85% of cases are resolved remotely
- The operation maintains a +65% FCR rate
- An exceptional service quality score of 8.93/10
- Call abandonment is kept at just 1.65%
- The PFU escalation rate dropped to 3%, far below the target of less than 10%.
Because of this efficiency, less than 15% of cases require escalation to a service partner for hardware intervention.
Following the success of this contract, Konecta and PFU are now optimizing the service through AI and GenAI solutions, developing a centralized knowledge base, and implementing AI-driven Co-Pilot tools alongside dedicated video support for even faster visual diagnostics.
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