How BPOC Helped a Leading Mobile Service Provider Improve Customer Experience

The mobile service provider’s Net Promoter Score (NPS) was at 29, signaling poor customer experience due to inconsistent support and long resolution times.

02 Approach

► People Transformation:Revamped hiring with behavioral assessments, enhanced training using real case studies, and implemented a tiered reward system to boost agent engagement.

► Process Optimization:Introduced a Knowledge Management System (KMS) for faster issue resolution and proactive outreach to reduce repeat calls.

03 Results

► NPS surgedfrom 29 to 60 (+107%)

► Resolution time reduced by 40%

► Customer complaints dropped by 35%

► Lower agent attrition by 25%

04 KPI Gains

► Higher customer loyalty: NPS exceeded the industry benchmark of 50+

► Faster resolution:Improved first-call resolution, nearing 80%+ industry standard

► Optimized workforce:Increased agent productivity and occupancy