Company
Overview
A large pan-India Indian multinational that runs a block dealer network and engages customers across channels.
The
Challenges
- Faced challenges with data management
- Outsourcing to a BPO resulted in operational challenges
- Inhouse setup unsuccessful as the client lacked expertise in managing large-scale operations
- Loss in effective management and expertise resulted in lowest productivity of the quarter
The Solution
- Set up a dedicated, full-fledged contact centre with 150+ associates
- Managed all aspects including hiring and performance delivery
- Implemented a quick turnaround time approach ensuring efficient operations meeting SLAs from 2nd month onwards
- Swiftly filled positions to counter hiring attrition and maintain operational efficiency
The Results
- Smooth operations meeting SLAs consistently
- Efficient handling of recruitment
- Positive scaling of productivity
- Raised metrics in deliverables
The Outcome
- Quick TAT with enhanced performance indicators and cost savings.
Way ahead
- Continued partnership and support to further optimize operations and address evolving needs.