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SHILPA KHIRBAT

Employee picture: 
SHILPA KHIRBAT
Employee Name: 
SHILPA KHIRBAT
Employee Designation: 
Working with HCL Technologies as a Deputy Manager.
Impact: 
  • The idea reduced the number of complaints reaching the customer care team
  • E-support also helped reduce call volumes, request to call back, and the turn-around time to find solutions
Solution: 
  • Shilpa gave the idea of an elevated experience of self-support section of the website called e-support
  • The idea enabled the customer to go online and get their queries self-serviced through the portal
Problem: 
  • The client wanted to alleviate user experience and therefore improve their Net Promoter Score and Customer Satisfaction
  • There were employees who were constantly serving 116.6 MN customer sround the clock, which became an expensive proposition
  • The client was getting a huge number of calls and was incurring huge costs for live chats
Situation: 
  •  The client is the second largest provider of mobile telephones and the largest provider of fixed line telephones in all of United States
Caption: 
The idea generated a value worth $100,000
Line of Busniess: 
Engineering AND R&D Services
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