Case Studies

Telecom Case Study
Our Client is the largest and first communications service provider in Sultanate of Oman . Client offers complete spectrum of telecommunication services including mobile, fixed line and high speed data solutions.

  • To enhance the efficiency of existing customer service channel by implementing cost effective strategies
  • To provide efficient response to business enquiries (directory assistance) via state of the art call centre infrastructure and technology
  • To capture customer feedback after every interaction with both online and IVR based survey for evaluation and improvement
  • To provide 24x7 technical support
  • To provide state of the art call centre infrastructure for servicing inbound directory assistance calls
  • Conduct gap analysis on service levels and improvement in delivery standards
  • Provide support on technical / infrastructure and resource evaluation & finalization
  • Service level agreement Identification and Operations Management
  • Provision of Unified IP call centre solution through strong support partnership
  • Ensure seamless platform migration
  • Infoline implemented quality control process to ensure improvement in call servicing standards and average handle time
  • Agent deployment and Training
Value Add
  • Increased customer satisfaction levels by providing accurate information on business queries
  • Active web content management and monitoring to ensure better response time to customer queries
  • Day to day operations management by experienced and skilled process managers
  • Service more than 35,000 Inbound calls per day
  • Proactive call monitoring and reporting to the client
  • 24 X 7 technical assistance
  • Reduction in operations cost and increase in productivity