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Telecoms, Media & Technology
Background
Operational Strategy Development and Implementation. Reduction in non value add contact. Improved agent utilisation and productivity. Increased self service whilst delivering an enhanced user experience
We supported the launch of a mobile telecoms provider in India in record time, designing its customer management operations, enabling capacity to be leveraged by US organisations searching for an offshore service delivery partner.
We reduced the operational costs of one global mobile operations provider by £5M (20%) identifying ways to address the key reasons for customer contact to their call centre.
Case Study
The Problem
Our Solutions
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