The transformation journey of telecom industry has progressed through many operational changes in the past. Technology enhancements have made customers come closer to digital revolution in communication, powered by smartphones and LTE/4G. It becomes extremely important that the telecom providers must redefine their approach and relationships with their customers to improve customer loyalty and brand stickiness.
Hexaware has developed robust delivery models to transform the Telecom back office operations to deliver un-paralleled customer experience to Wire-line, Wireless providers.
Our implementation on frontline services through end-to-end delivery model and back office solutions have successfully provided unmatched experience resulting in the following key highlights:
Reduction of churn by 65% for a particular customer segment in the last 8 quarters
Reduced the number of complaints from various channels by over 39%
Deep analysis identifying the opportunities for improvement and eradicating the non-value adds
Reduction of requests from customers by 63% within 8 quarters
Strategic calling pattern helping us to improve reachability above industry standards
Improved and sustained TAT beyond customer expectation to provide a WOW experience
Improved quality of delivery through close knit delivery model