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CASE STUDIES

CCT/IVR Deployment



CCT

End to End Customer Contact Management for the largest Telco brand in Africa

One of the largest telecom brands in Africa was looking for consolidation of its Anglophone countries customer contact center management through Global outsourcing model,

IVR Deployment

IVR Deployment and Customer Exp. Enhancement success story for leading client

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.

CSAT & Quality Improvement



CSAT

Improvement and Consistency in First Call Resolution (FCR) % for a leading Telco in India

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.

CSAT

CSAT Improvements, leading to market share leadership for a leading Telco client.

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.

Efficiency Enhancement



Efficiency Enhancement

AHT reduction Project for multiple clients

AHT or Average Handling Time of a call is the most critical metric in a contact center business and the AHT must stay in specified limits

Efficiency Enhancement

Customer Acquisition process enhancement for leading Telco clients.

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.

CX transformation



CX transformation

Remarkable Customer Experience Transformation for a leading Telecom brand

Our client entered the African market 7 years back and immediately faced challenges of standardizing and managing customer

CX transformation

Customer Care Transformation for a leading Bank

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.

Social Media



Social Media

Social Media Care and Customer Engagement Transformation for a Top Brand

One of our prestigious telecom clients wanted to revamp its presence in the Social Media space. Some of the basic challenges faced were -

Revenue Generation



Revenue Generation

Outbound Revenue Generation Campaign for a leading Telco Client

A leading client of iSON was looking at ways of generating additional revenues. The iSON account management team suggested a sustained Outbound Campaign to achieve the additional sales / revenue objectives.