Case Study: Leading Regional Telecommunications Operator achieves 4x call-handling capacity and reduced contact center costs with Hexaware

Leading Regional Telecommunications Operator - Customer Case Study

Leading Regional Telecommunications Operator engaged Hexaware for a Front Office Transformation to optimize customer service for specific subscriber segments, improve front-office efficiency and reduce contact-center costs. The operator needed scalable, segment-specific support across prepaid and postpaid customers, retailer and appellate desks, escalations and tele-verification, delivered as 24X7X365 Contact Centre services.

Hexaware implemented a comprehensive 24X7X365 contact-centre solution (Prepaid & Postpaid Inbound, Retailer Help Desk, Appellate & Escalation Desks, Tele-Verification, Complaint Resolution and a backup site), supporting more than 12 million subscribers and up to 36,000 calls/transactions per day. As a result, Hexaware increased call-handling capacity from an average of 7,000 to 30,000 calls per day, reduced operating costs and manpower needs through faster turnaround, and improved customer-service quality via customized segment-based handling.