Customer support and inbound sale

Our client

Our client is a leading telecom company based in the UK. The company some major loss in the frequency of customers and the customer satisfaction percentage too went down. It became difficult to sustain into the telecom market while there was a telecom boom across the globe. The business saw loss with the customer calls being left unanswered .The company approached us to look into the matter and provide measured to improve the situation.

Challenges before us

It was important to understand the reasons behind the decreasing customer satisfaction rate as well as the inbound call rate. With more and more calls left unanswered or rejected, the chances to convert the calls into profitable sales were fading away. We set up a special team of experts with skills and experience of the related domain to list out the major challenges. Our experts found out that:

Measures

Call2Customer team of experts devised various measures to tackle the several issues in front of them. To convert the inbound calls into sales, we carried out the following measures:

Result: