Driving Operational Excellence for a Major Consumer Goods Market Leader
Reshaping telecom customer experience with a remarkable 46% NPS growth by systemic strategies.
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.
Key Challenges
Challenges
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.
From Chaos to Control: Transforming Operational Challenges into Scalable Success
Accelerated Recruitment & Training
Built a strong talent pool, leveraged referrals, and streamlined onboarding.
Dedicated Area Portal Development
Developed a centralized portal with team inputs to automate customer area allocations and eliminate errors.
Streamlined Reminder & Alert Systems
Streamlined alert processes, enhanced frontline coaching, and strengthened monitoring for peak accuracy.
Precision. Performance. People:
A Strategy That Delivered
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.