Structuring a multichannel customer support program for a rising telecom

Luis Anthony Oliveros Published on November 15, 2019

The road to a thriving global business is paved with challenges that can whittle down entrepreneurs’ motivation and test customer trust. And in an industry dominated by legacy brands, even having an innovative product will only get you so far.

Open Access BPO’s case study, Building a Non-voice Solution to Propel a Telecom Disruptor, highlights this as it features one of our clients, a relatively new company in the Southeast Asian telecom industry. With their innovative consumer offerings, our client was on their roadmap to a regional expansion, but their customer satisfaction was one hurdle they needed to overcome.

Case Study- Building a non-voice solution to propel a telecom disruptor

In this case study, we talk about how Open Access BPO’s outsourcing solutions empowered a client as they found their footing in the Southeast Asian telecom market.

To help this rising Southeast Asian telecom, we:

  • created a multichannel customer support program and operational processes, mapped to help the client achieve their objectives;
  • resolved preexisting backlogs and established a more efficient issue resolution system;
  • recovered CSAT and ensured consistent high-grade customer satisfaction; and
  • devised and standardized strategies to measure and enhance the customer experience.

In our case study, we highlight outsourcing as a potent management strategy that benefits crucial aspects of the business.

Download Building a Non-voice Solution to Propel a Telecom Disruptor today and read about how outsourcing helped this rising player in the Southeast Asian telecom industry.

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Luis is a social media drifter who writes about the outsourcing industry for Open Access BPO. During his previous lives, he also worked as a tech reporter, tour guide, and graphic artist.
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Drop It Like It's Hot: The OABPO Weight Loss Challenge began with an early morning wellness session hosted by the outsourcing company's Clinic Services with guest speaker, fitness coach JR Madriaga. Both the morning and evening sessions were streamed online for those who could not be physically present.

After discussing the rules of the challenge and weigh-in schedules, Coach JR talked about some of the most effective methods of losing weight. He highlighted the healthiest ways for the participants to get their weight loss journey started.

A high-energy Zumba session soon followed the discussion. It not only served as a fun way to start the challenge but also emphasized the importance of incorporating physical activity into daily routines.

More than 80 employees from both Open Access BPO Makati and Davao signed up for the three-month weight loss challenge. The grand prize, originally P25,000, has since been doubled to P50,000, with the winner to be announced in next year's Kick Off Party.
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Did you know that it's possible for you to connect with your Chinese #ecommerce customers even though you don't speak their language?

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