Business challenges

With the telecom industry witnessing intense competition due to a consolidation of operations, rapid advances in technology, and quickly changing consumer preferences, our client was struggling to improve the efficiency of its consumer support operations with consumers reaching out to them via different communication channels. Other challenges include:

• Consumer experience standards weren’t consistent across the different communication channels as there was no business solution/rule that would synchronize the brand communication
• An effective resource deployment strategy was needed to manage large volumes and achieve faster turnaround times for resolving consumer issues
• Building a team that understood both the client’s business processes as well as consumer engagement do’s and don’ts was extremely important in creating a scalable and profitable business solution for dealing with consumers effectively
• Automated responses had to be replaced by customized responses to ensure the consumers feel their issues are being taken seriously and their time is being valued