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Ideapreneurs - Business Process Outsourcing

How
HERALD TONY Thiburcius
HERALD TONY Thiburcius
HERALD TONY Thiburcius
HERALD TONY Thiburcius working with HCL Technologies as a Senior team Leader.
Situation
  • The client is a leading telecom company in Britain  
  • Herald from HCL was helping the client in making their customer querysolving process more effective
Problem
  • Some of the advisors were hesitant to suggest troubleshooting, worrying that thecustomer might not want to go through the trouble of rebooting the system and handling other hardware related tasks
  • Having under-confident engineer service calls became a major problem
Solution
  • Herald’s idea was to create a handbook for the engineers  
  • Herald and his team introducedthe Boost Commander on the floor, who personallyvalidated an engineer’s visit and verified complaints   
  • The team also created an alert system, driven through a text message, whichassured the customer that the complaint was being worked on
Impact
  • The idea reduced the query solving time from 3-4 days to just 1 day

 

 

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