Driving Telecom Forward with NPS Transformation
Reshaping telecom customer experience with a remarkable 46% NPS growth by systemic strategies.
Redefining Customer Loyalty Metrics
A case study for one of the largest telecom companies, evaluating their current NPS status, devising and implementing methodologies to up the score by a prominent margin.
Key Challenges
Challenges
Identifying the core of customer dissatisfaction to implement precise solutions and rebuild trust.
Telecome industry is competitive where customer experience is directly tied to the company’s operational efficiency.
The telecom company under study was facing numerous systemic challenges, hampering their CX support. By addressing these inefficiencies, our BPO company aimed to streamline processes, improve service, and ultimately enhance the overall customer experience.
Delayed Complaint Resolution
30% complaints remained unresolved even after an assigned TAT, leading to customer dissatisfaction.
Process Inefficiencies
Ineffective complaint tracking and mismanagement involving callbacks and wrong deductions, causing delayed resolutions.
Agent Performance
Low-performing agents leading to poor support delivery, negatively affecting the NPS.
Transformed Support Efficiency with Multi-Pronged Strategies
Comprehensive initiatives to enhance performance, resolve issues, and improve satisfaction.
Process Reengineering
Improved customer resolution with new work codes, callbacks, and automated charge refunds."
System Enhancements
Introduced real-time systems, daily insights, and TAT automation for seamless service delivery.
Operational Initiatives
Improved agent outcomes via targeted training, performance hubs, and reward-driven campaigns
Customer-Centric Solutions That Delivers
Enhanced NPS Growth
Achieved a 10% NPS boost, reflecting sustained growth in customer satisfaction.
Improved Operational Efficiency
Optimized service timelines reduced overdue cases and elevated customer satisfaction.
Upgraded Customer Experience
Enhanced communication protocols boosted customer loyalty and proactive service delivery.
Experience Impact form Feedback to Tangible Growth
Abacus always relies on candid, unbiased feedback from its clients as a key metric for assessing our performance. This transparent input helps us identify friction points and guides our continuous improvement. In this case study for one of the largest telecom companies, we evaluated their existing NPS, identified areas for improvement, and implemented targeted strategies that resulted in a significant boost to their score. This underscores our commitment to driving measurable, impactful results for our clients.
