Increased FCR for a leading Telecom Operator

Industry:

Telecom

Client Brief:

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.

The Challenges:

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.

The Solution:

Keeping in mind the sensitivity of the project, we have ensured our involvement starting from the plan to the execution of the project. We made sure that all relevant departments should be a part of the execution team. SOP revamping, coaching on structured call taking approach, knowledge enhancement sessions to bridge the knowledge gaps were the mentionable approaches which were considered to ensure the required solution.

Benefits:

• More than 98% customers are getting service in first interaction
• Repeat reduced by approx. 51% by deploying focused operational initiatives
• This resulted in cost reduction of 1.6 Lacs for Client (BDT)
• CSAT increased by 13% over 4 quarters

Result:

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