Customer Service Transformation for A Leading Multinational Telecommunications Company
With customer satisfaction being the top priority, our client, a leading multinational telecommunications company wanted to improve efficiency and effectiveness of its back office to reduce the customer operations cost.
Hexaware helped the client achieve this transition by setting up a 24x7x365 contact center.
Benefits derived:
- Improved Customer Service Satisfaction Rating (CSAT) from 85% to 96%
- Reduced operational costs
- Reduced manpower
- Development of Standard Operating Procedures (SOPs) for back-office processes