Case studies

Case Studies / Success Stories –

Client – A leading telecom company

Management Concerns –

High rate of customer churn.

Problem Identification –

Major focus was on collections and not on problem resolution. The customers were not paying up and were getting churned.

Solution –

A training program was designed to change the focus from collections to problem resolution. The entire process was restructured and there was an immediate improvement in customer retention. The modules included call opening, problem identification, quick resolution and managing difficult customers and intentional defaulters.

For improving the brand image, modules on business etiquette and personal grooming were also made a part of the training program.

Results –

The customer churn reduced by 40% and the overall customer satisfaction levels also improved due to effective customer interaction.

It also led to retention of good collections team members due to improved collections and motivation.

2. Technology based Business Services Company

Management Concerns –

1. Regular complaints of customers citing communication issues
2. Inability of team leaders to effectively lead their teams

Problem Identification –

1. The team members had major voice and accent issues due to which the overseas clients were not able to understand the both voice and non-voice messages.
2. Team leaders, being young were not exposed to leadership skills.

Solution –

• We conducted a 30 hour program spread over 4 weeks to enhance overall communication skills with a major focus on voice and accent, fluency enhancement and business vocabulary.
• Another program on Leadership Skills was conducted for Team Leaders for 15 hours.

Results –

1. There was a dramatic improvement in the satisfaction level of the clients and they gave a very positive feedback to the management and this led to improved customer retention and increased business from them.
2. Leadership Skills program resulted in improved team performance and higher motivation.