Case Study: Leading Multinational Telecommunications Company achieves 96% CSAT and reduced operating costs with Hexaware

Customer Service Transformation for a leading Multinational telecommunications company, which has 434 million subscribers and operates network in 21 countries

Hexaware partnered with Leading Multinational Telecommunications Company — a telecom with 434 million subscribers across 21 countries — to address high customer service costs and inefficient back‑office processes. Hexaware deployed its 24x7x365 contact centre services (virtual relationship management, complaint/request management, customer retention) alongside back‑office operations (mail‑room, CAF management, revenue/waiver management) to support large‑scale customer volumes.

Hexaware’s solution handled up to 9,000 calls/transactions per day and supported more than 23 million subscribers, delivering process improvements, SOPs for back‑office tasks, and reduced manpower needs. As a result, Customer Satisfaction (CSAT) rose from 85% to 96%, operating costs for contact centre and back‑office were reduced, and overall efficiency and control were significantly improved.