BACK TO WORKS

Managed End User Support Services for the Contact Centre of a $63 Bn Indian Telecom Brand

Industry

Telecom

Services

Managed IT Services

 

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.

 

Managed-End-User-Support-Services-Overview

Challenges

 

 

New Deployment with no IT support services

 

New Deployment with no IT support services

New Governance and Operational models to be built

 

New Governance and Operational models to be built

Deployment of a new mechanism for Service Level Agreement measurement of services

 

Deployment of a new mechanism for Service Level Agreement measurement of services

 

No Security Governance model 

 

No Security Governance model 

Lack of SLA defined for delivery and support for IT equipments

 

Lack of SLA defined for delivery and support for IT equipments

 

Outcomes

 

 

  • Increase in Operational Efficiency through SLA-driven mechanism
  • 13 Support Locations in scope to provide end-user support services during the engagement
  • 100 Million Subscriber Activation within 5 Months
  • Established centrtalized governance and communication management
  • Increase in customer satisfaction through SLA-driven approach
Managed-End-User-Support-Services-Outcome