Billing Dispute Resolution: 65% Reduction in Repeat Contacts
Billing accuracy programme and dispute resolution redesign for a telecom operator — dramatically reducing repeat contacts and regulatory escalations.
The Challenge
A telecom operator was receiving 18,000 billing disputes per month — 34% of which were repeat contacts from customers whose issue was not resolved on first contact. TRAI escalations were increasing at 12% month-on-month, risking regulatory intervention.
Our Approach
Audited 12,000 disputes over 3 months: categorised by billing error type, product, geography, and resolution outcome.
Identified 6 systemic billing engine errors accounting for 68% of dispute volume — escalated with documentation to the client's IT and billing teams for upstream fix.
Redesigned the dispute resolution workflow: single-agent ownership, mandatory root-cause capture, and resolution confirmation call within 48 hours.
Built a billing dispute knowledge base enabling agents to resolve 89% of dispute types without supervisor escalation.
Monthly dispute trend reporting to the operator's Regulatory Affairs and Customer Operations teams.
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