Case Study- Contact Center Transformation a large Telecom Company

Contact Center Transformation for the Second Largest Telecom Company

Hexaware helped the second largest telecom operator in their continuous journey towards Customer Experience

Transformation by reducing the customer churn and improving their revenue market share.

Results and benefits delivered through our Customer Experience Transformation Solutions:

We helped the customer achieve 67% reduction in customer churn by:

  • Improving the customer reachability from 50% to 75%
  • Reducing the total number of Customer complaints by 40%
  • Reducing Application rejections from 22% to 7%

Achieving a CSAT score of 96% on back office resolution

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