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.
iOPEX is a new-gen technology focused company in the field of Integrated Automation, Moderation Services, Digital Advertising and Transforming Customer & Technical Support Experience. We acquire the latest advancements in our focus areas and optimize the resources available to deliver the best outcome for our clients in the long run, which in turn improves the top and bottom line of the businesses.