iOPEX built a Resolution framework to narrow down on frequently occurring issues which improved FCR to 85%.
The Client : The client is a wireless internet and mobile virtual network operator based in USA. The company provides "free" IP mobile services including free data, text and VoIP and sells mobile phones, tablets and broadband devices for use with their service.
The Challenge :The client was ramping up its subscriber base through various television campaigns, and they aimed to provide First Contact Resolution in order to avoid repeat calling and offer a seamless user experience to their customers. The customer also wanted to deploy sales through service model.