One of the largest Telecom Operating company in India wanted to enhance the customer experience by improving the quality of interaction with the Escalations and Retention Team. The target was to align the team to the operational processes so that customer concerns can be resolved within the committed TAT.
What we did
1.We shared the analysis and agreed on the learning approach options
2.We designed and developed customized content which connected the processes to the
3.Learning assessments were also designed to ensure reinforcement of the focus group
The content, facilitator guides , assessments etc. were handed over enabling the clients. The modules were internally facilitated by the client to up skill the team continuously which helped in enhancing the customer experience.