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.

The Proof Behind Our Performance

Our metrics highlight how we enhance customer experience and deliver exceptional support.

From faster response times to higher satisfaction, every number reflects real impact. Here’s the measurable proof of the value we bring to consumers.

98%

Improved CSAT

30%

Exceeded First Call
 Fix Target

300+

Agents Count

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).

Case Study

Transforming CX for the Leading Super App in Ride-Hailing, Food Delivery, and More

Transforming CX for the Leading Super App

Reforming customer bounce-back rates to create a seamless and efficient support system for a leading ride-hailing platform.
Redefining Customer Loyalty Metrics

From Data Challenges to Process Excellence: How We Transformed Customer Support for a Leading Ride-Hailing Company

Impact at a Glance

Delivering tangible growth & efficiency in record time.

Verified Results

+50

pts

Customer Satisfaction

Boosted score significantly

30%

Reduction

Customer Contact Rate

Prioritizing First Contact Resolution

2h

From 24h

Non-Voice Queue SLA

Drastic reduction in wait times

+43

pts

After-booking Reliability

Improved service reliability

NPS Performance Barriers

Revolutionizing customer experience for a multi-store e-commerce brand by implementing data-driven, omni-channel solutions, boosting satisfaction, streamlining operations, and increasing efficiency. 

The Client Context

50 Million

Active Users

50 Million

Active Users

50 Million

Active Users

50 Million

Active Users

The Challenge

NPS Performance Barriers

Limited Visibility

Data silos prevented a unified view of customer pain points.

Limited Visibility

Data silos prevented a unified view of customer pain points.

Limited Visibility

Data silos prevented a unified view of customer pain points.

Our Solution

Elevated First-Contact Resolution (FCR)

Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time. 

Analysis
Analysis

Elevated First-Contact Resolution (FCR)

Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time. 

Analysis
Analysis

Elevated First-Contact Resolution (FCR)

Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time. 

Analysis
Analysis

Elevated First-Contact Resolution (FCR)

Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time. 

Analysis
Analysis
Impact That Matters

Customer-Centric Solutions That Delivers

Transforming service delivery with enhanced communication and timely resolution.

Elevated First-Contact Resolution (FCR)

Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time. 

Elevated First-Contact Resolution (FCR)

Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time. 

Elevated First-Contact Resolution (FCR)

Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time. 

Driving Progress with Every Insight

Empowering Success with Client-Centric Approaches 

At Abacus BPO, we place great emphasis on transparent, unbiased feedback from our clients to continuously improve our services. In this case study, we partnered with a leading e-commerce client to enhance their customer support operations. By assessing their customer experience metrics, addressing key pain points, and deploying tailored solutions, we helped them achieve measurable improvements in both service quality and customer satisfaction. This case highlights our dedication to delivering impactful results through data-driven, customized strategies.