Business Process Reengineering of Customer Services Management System for Home Entertainment and Corporate Communications Provider
Business Process Reengineering of Customer Services Management System for Home Entertainment and Corporate Communications Provider
2 PagesThere was no proper customer service management, first call resolution was less than 50% coupled with lack of process knowledge, high percentage of abandoned calls and no defined SLAs & KPIs at Wananchi. - Techno Brain identified First Call Resolution (FCR) to be the single most, important and key challenge to improve customer satisfaction as absence of FCR has been found to account for a minimum of 30% to 40% of company’s call expenditure.
