Client Situation - As a low cost communications service provider, keeping operational costs low is a business imperative for the company. One area where the company was looking to reduce cost was its support function and their first step was to outsource their customer care command center. The command center primarily manages the intra-day staffing needs of the customer care enterprise while ensuring the performance is within set parameters and meeting SLAs, in addition to managing IVR messaging.
About Client - A leading provider of low-cost communications services connecting individuals through a broadband connection.
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