The Client:

One of India’s largest telecom service providers, this client operates as the cellular division of a private telecom conglomerate. The company offers fixed line, cellular, internet and broadband services. The company complements its mobile, broadband and telephone services with national and international long distance services.

The Challenge:

Having witnessed intense competition in the post-privatization era, it became imperative for the telecom giants to establish and maintain customer trust through high-quality service. In tune with the changing business climate, Calling24o7’s client aimed at maximizing penetration in the GSM and wireless internet services market and decided to team up with an external partner capable of providing high-quality customer service.

Buoyed by the high growth since its inception, the company preferred a partner with proven capabilities in servicing a large and growing customer base besides helping it acquire fresh customers to strengthen its market share. The company subsequently engaged Calling24o7 to manage its subscriber base for the entire spectrum of services including telecom services, solutions and customized data solutions.

Solutions:

Calling24o7 offered an end-to-end solution catering outbound telesales activity, customer verification and validation of existing customers of Cellular services. We drafted a team of around 100 agents who could cater to customer requests, queries and complaints with required language proficiency. Our team manages:

  • Queries on new schemes and updates, newly launched billing plans, explanation of features, plan change, address change, billing details, outstanding balance, and bill payment status
  • Complaints, handling issues such as installation and activation delays, billing disputes, broadband non- activation, non-receipt of monthly statements on time, and barred outgoing
  • Lead generation by servicing calls from prospective customers enquiring about various available products and services. The customer details are then captured as leads in a software which is used by the client sales team to acquire fresh customers

    Impacts Delivered:

    With a dedicated team on hand, Calling24o7 competently fulfilled the client expectations by:

  •  Consistently achieving monthly sales and service level targets post Go-Live
  • Meeting the headcount and login targets on month-on-month basis by efficiently managing absenteeism
  • Efficiently converting prospects to subscribers
  • Providing multi-lingual voice support to cater to a diverse customer base
  • Improving customer satisfaction through high-quality service
  • Ensuring timely payments through collection management.