iSON deployed end to end CCT Technology for leading client which included IVR with self service options, ACD and CTI Integretion. Prior to iSON takeover, Client had disparate systems across their locations, processes of customer establishing contacts with company were in disarray, disconnected and not in sync.
One of our esteemed clients in India from the Telecom sector has outsourced the customer care management to us in 13 circles and we serve close to 200 million subscribers of our client’s telecommunications network.
A client was facing challenges in their CSAT Scores carried out by external rating agency. In 80% of the client operations, they were not the CSAT Market Leaders and this was correlated to the revenue market share in those geographies.
iSON was entrusted with the responsibility of customer acquisition and on boarding for two of the leading Telco brands, one after another. After detailed discussions with both the clients, iSON team prepared a step by step process for the on boarding project.
A leading Bank approached us for a solution to its increasing customer service woes, which were not letting it grow in the competitive market place. Their main problem was that their customer service operations was unable to support the growing volumes, hence customer dissonance was high.