Managed End User Support Services for the Contact Centre of A $63 Bn Indian Telecom Brand
Overview
The customer is a $63 Bn fastest-growing telecom brand and India’s largest telecom network for customers and businesses. ACL Digital has deployed and managed end-user support services for the Contact Centre of the client for efficient governance and operational efficiency.
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Challenges
New Deployment with no IT support services
Lack of new governance and operational models
Unavailability of a new mechanism for Service Level Agreement measurement of services
No Security Governance model
Lack of SLA defined for delivery and support for IT equipments
Outcomes
- Delivered exceptional end-user support throughout the engagement
- Rapidly onboarded 100 million subscribers within a remarkably short span of 5 months
- Implemented centralized governance with adept communication management strategies for seamless operations
- Heightened operational efficiency and customer satisfaction levels with SLA-driven framework
