Case Study
Driving Telecom Forward with NPS Transformation
Driving Telecom Forward with NPS Transformation
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.
Impact at a Glance
Delivering tangible growth & efficiency in record time.
60%
CSAT Improvement
7%
Less
Non-Digital Complaints
+2%
Reduced
Cancel Cases
45
Business
Process Re-engineered
26K
Review
Quality Assessment
98%
FCR
FCR Improvement
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.
The Client Context
72 Million
Subscribers
$1.1 Billion
Revenue
1K+
Support Agents
2020
Client Since
72 Million
Subscribers
$1.1 Billion
Revenue
1K+
Support Agents
2020
Client Since
The Challenges
CX Uplift Through Digitalization
Improving customer experience through digital and streamlined complaint management.
Business Process Re-engineering
Optimizing processes for greater efficiency and performance.
Transforming CSAT
Driving higher customer satisfaction through service excellence.
Unified Integrated Platform
Enabling seamless omnichannel customer experiences.
Our Solutions
Revenue Catalyst
Supported customer care while contributing directly to the client’s revenue initiatives.
Root & Process Analysis
Performed RCA by reviewing all customer cases, identifying failures in internal operational and external communication loops, and correcting process gaps through targeted coaching.
Customer Outreach
Contacted dissatisfied customers directly and deployed the CFL dedicated team to assure them and close feedback loops.
Client Escalations
Raised alerts to the client on dependencies and system gaps impacting customer experience, suggesting clear process and system improvements.
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.