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Transforming Customer Experience for UK’s Fixed Line Users
Case Studies   »  
(May 25, 2020)
     

The project is centered around understanding the factors impacting end user experience and validating the experience going beyond B2B, to B2C analyzing the various scenarios of fallout which are exceptions and call scenarios. Further breaking down into two major areas of improvement by improvising the E2E cycle time and reduce the repeat contacts by improving One Contact Resolution, through various Statistical, Analytical, Non-Statistical methodologies and improving the life cycle for Order to Provide to maintenance services by DMAIC methodology. The projects replicates this across all the offline fallout queues managed by Wipro which has reduced the Order to Provide (O2P) cycle time and reduction of repeat contacts by identifying the root causes and resolving the same, thereby positively impacting the Customer Experience and validating it by Social Media Analytics.

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