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HCL Technologies

HCL helps a large communications service provider in the UK realize USD 14 million in revenue through process improvement and automation

HCL helps a large communications service provider in the UK realize USD 14 million in revenue through process improvement and automation

The global Telecom industry is undergoing a significant change, triggered by market and regulatory drivers. The result? Both traditional and commonly accepted business models are now being challenged. In recent years, Telecom companies have realized they need to be flexible and agile when it comes to customizing their operating and business process models to cater to changing customer demands. In this context, Telecoms consistently face operational challenges, including improving expense ratios while ensuring that their pricing remains competitive. One of the means to achieve this is to equip the customer facing support teams with tools that can handle many of the customer’s relatively simpler and repetitive issues, thus making them more efficient.

At HCL, we believe that a customer service agent represents a company and empowering them will have direct impact on the brand value of the organization. 

HCL’s Robotic and Process Automation offering can help you reduce monitoring and management workload, increased customer experience scores, reduced call handling times, along with insights into what might be causing delays in your bill processing system.

What this does in totality is to make your customer service frontline better equipped at handling unexpected spikes in customer calls and increase their efficiency

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We will treat any information you submit with us as confidential.