Driving Operational Excellence for a Major Consumer Goods Market Leader

Reshaping telecom customer experience with a remarkable 46% NPS growth by systemic strategies.  

Operational Performance Barriers

Seasonal demand required a fast growth, efficiency in operations, and uniformity. If no targeted interventions had occurred, these barriers would have risked undermining customer trust and satisfaction.

Efficiency Roadblocks

Key Challenges

Identifying the gaps impacting NPS performance and demanding strategic intervention for improvement. 

Challenges

Pinpointing hurdles found in Workforce and Allocation

Managing workforce scalability under tight deadlines quickly became a pressing concern, as recruiting and training a large team during peak seasons proved difficult.

Manual processes in area allocation created frequent errors, fueling a surge of complaints related to wrong regional assignments. At the same time, recurring issues around repair and installation requests triggered incorrect remainders and results.

This not only delayed resolutions but also disrupted technician schedules, adding inefficiencies across the board.

Scaling workforce

Recruiting and training a large workforce under strict deadlines posed serious scalability concerns during the peak season.

Wrong Area Allocation

Assigning customer regional area manually led to frequent errors, resulting in high volumes of wrong area allocation complaints.

Frequently occurring issues

High volumes of repair and installation requests led to incorrect rising of remainders and results. This led to delays, added inefficiencies and a disrupted technician schedule.

Tactical Solutions at Work

From Chaos to Control: Transforming Operational Challenges into Scalable Success

Explore how data-driven insights and innovative methodologies reshaped e-commerce support. 

Accelerated Recruitment & Training

Maintained a ready talent pool, leveraged referrals for hiring, and ensured smooth onboarding through cross-department coordination.

Dedicated Area Portal Development

Built a talent pool, optimized hiring through referrals, and streamlined onboarding via cross-functional coordination.

Streamlined Reminder & Alert Systems

Streamlined alert processes, enhanced frontline coaching, and strengthened monitoring for peak accuracy.

Results That Count

Precision. Performance. People:
A Strategy That Delivered

Developed Customer-centric solutions which delivered measurable wins.

Scalable Operations:

Over 150 resources were on boarded in one single month.

Improved Accuracy:

Wrong allocation complaints were virtually eliminated.

Enhanced Efficiency:

Errors in reminders and alerts were minimized.

Advancing Through Data-Driven Insights

Breaking Barriers, Driving Results

Abacus BPO has partnered with one of the largest Consumer Goods Market Player to achieve increased customer satisfaction and operating efficiency in key times of the year. By speeding up the hiring’s, automating the process, and providing the highest-quality trainings, we managed to achieve the higher levels of scalability, precision (reducing the number of error alerts by 95%), and customer satisfaction (the complaint numbers dropped by 99% per day).