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.

NPS Performance Barriers

Key Challenges

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

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. Different aspects of customer experience were strained, altogether bringing down the company’s NPS.

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.

Driving Excellence in Service

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

Driving Business Success

Customer-Centric Solutions That Delivers

Transforming service delivery with enhanced communication and timely resolution.

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.

Driving Progress with Every Insight

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.