Increased FCR for a leading Telecom Operator
One of the largest telecom operators and the first telco to outsource call center in Bangladesh. Services include Inbound, Outbound, Back office and Digital Query Management.
This was a complex and large-scale project. Due to improper SOP and lack of adherence, Call takers where not able to ensure FCR on calls. Less FCR was generating high repeat and hence impacting the overall operational productivity. Client wanted to reduce call by ensuring First Call Resolution. Hence, we proactively approached for a project which would result into high FCR on call. Based on the project charter shared with client, they have agreed us to proceed with the project of increasing FCR on call.