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.

Challenge

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

Objectives

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

Solution

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

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