Structuring a multichannel customer support program for a rising telecom

Luis Anthony Oliveros Published on November 15, 2019

The road to a thriving global business is paved with challenges that can whittle down entrepreneurs’ motivation and test customer trust. And in an industry dominated by legacy brands, even having an innovative product will only get you so far.

Open Access BPO’s case study, Building a Non-voice Solution to Propel a Telecom Disruptor, highlights this as it features one of our clients, a relatively new company in the Southeast Asian telecom industry. With their innovative consumer offerings, our client was on their roadmap to a regional expansion, but their customer satisfaction was one hurdle they needed to overcome.

Case Study- Building a non-voice solution to propel a telecom disruptor

In this case study, we talk about how Open Access BPO’s outsourcing solutions empowered a client as they found their footing in the Southeast Asian telecom market.

To help this rising Southeast Asian telecom, we:

  • created a multichannel customer support program and operational processes, mapped to help the client achieve their objectives;
  • resolved preexisting backlogs and established a more efficient issue resolution system;
  • recovered CSAT and ensured consistent high-grade customer satisfaction; and
  • devised and standardized strategies to measure and enhance the customer experience.

In our case study, we highlight outsourcing as a potent management strategy that benefits crucial aspects of the business.

Download Building a Non-voice Solution to Propel a Telecom Disruptor today and read about how outsourcing helped this rising player in the Southeast Asian telecom industry.

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Luis is a social media drifter who writes about the outsourcing industry for Open Access BPO. During his previous lives, he also worked as a tech reporter, tour guide, and graphic artist.
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