Case Study: the second largest telecommunications company achieves 96% CSAT and reduced churn with Hexaware

Contact Center Transformation and Back Office Management for the 2nd Largest Telecommunications Company

The client, the second largest telecommunications company in India, was facing challenges with its multi-vendor contact center and back-office operations. These challenges included inconsistent service delivery, high operational costs, significant revenue leakage, and low customer satisfaction scores. Hexaware was engaged to consolidate vendors and transform these processes to enhance efficiency and effectiveness.

Hexaware's solution involved consolidating all multi-vendor operations into a single, streamlined setup and implementing a custom Customer Lifecycle Management solution. A key feature was the Virtual Relationship Model (VRM), which provided dedicated agents for high-value customers. The results were significant: a 40% reduction in complaints, a churn rate drop from 2.3% to 0.75%, and a sustained customer satisfaction score of 96%. Hexaware successfully reduced costs, improved customer retention, and eliminated revenue leakage for the telecom giant.