Customer Service Transformation for A Leading Multinational Telecommunications Company

A leading Multinational telecommunications company wanted to optimize customer service processes, improve the efficiency and effectiveness of back-office operations, and reduce the cost of customer service.

Hexaware helped the client achieve this transition by setting up a 24x7x365 contact center for Virtual Relationship Management, Complaint Management, Request Management, and Customer Retention.

The benefits derived included an improved Customer Service Satisfaction Rating (CSAT), reduced operational costs, reduced manpower, and the development of Standard Operating Procedures (SOPs) for back-office processes.

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