Case Study: UK-based Communications Service Provider reduces turnaround times and cancelled orders with HCL's BPO solution

UK Based Communications Service Provider - Customer Case Study

A UK-based communications service provider, the largest such provider in the country, was facing challenges handling a huge volume of customer billing inquiries and complaints. Under pressure to improve operational efficiency and reduce costs while supporting over 28 million customers, the company sought the expertise of HCL. They engaged HCL's BPO solution to enhance business performance and customer support.

HCL implemented an end-to-end billing recalibration and support help desk to manage inbound inquiries, complaints, and provisioning. The solution involved up-skilling associates, creating a knowledge base, and using efficient forecasting to handle query volumes. This resulted in a 25% reduction in call handling time, a dramatic decrease in billing dispute turnaround time from 54 days to just 3, and a backlog reduction from 3,000 to 500 cases. For the client, HCL's work also generated over $14 million in revenue and significantly increased direct debit enrollments.