Telecommunications Case Study 1 

Client
Our client is the world's leading mobile telecommunications company, with a significant presence in EMEA, Asia Pacific and the United States.  The company has 280 million customers and a total market capitalisation of approximately £79 billion

HEROtsc Benefits to Client

• Quality service converts to retained customers at reduced cost for client
• Greater retention in client estate due to customer satisfaction & resolution delivery
• Won ‘Best Outsourcing Relationship’ - Euro Call Centre Awards 2006 for outstanding results

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Telecommunications Case Study 2

Client
With over 16 million UK customers, client is the 3rd largest operator within the UK mobile telecoms industry and is part of one of the largest mobile companies in the world whose subsidiaries and affiliated companies serve over 86 million mobile customers worldwide.

HEROtsc Benefits to Client

• Circa 30% reduction in client operating costs
• HEROtsc delivering top quality scores across whole of client estate. HEROtsc centres delivering service to client rank 1,2 and 3 in the clients 6 call centres.
• Continuous improvement initiatives have seen 10-12% efficiency improvements in some core processes which drive cost and customer experience benefits
• Efficient resource management utilising HEROtsc’s WFM platform (Teleopti)

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Telecommunications Case Study 3

Client
Our client pioneered the concept of one stop shopping in the UK.   Today it is the countries second largest supermarket.  In line with their vision our client paired with the UK’s largest mobile operator in 2007 to provided client customers with the next step in one-stop-shopping.

HEROtsc Benefits to Client

• Quality service converts to high level of customer satisfaction and client satisfaction
• Increased base size for client mobile operations.

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Telecommunications Case Study 4

Client
Client set-up MVNO (Mobile Virtual Network Operator) via the UK’s largest mobile network provider. 
The first products to be launched were pre and post-pay products.

HEROtsc Benefits to Client

• Quality service converts to retained customers.
• Greater retention due to customer satisfaction delivery.
• Promotion of client self-service/online – reduced propensity to call.
• Growth of the customer base. 

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Telecommunications Case Study 5

Client
Client is a leading global VOIP service provider with annual traffic of approx 2 billion minutes.  They have a current customer base of 2.4 million. Client selected HEROtsc to be their main inbound customer service supplier.

HEROtsc Benefits to Client

• Serviced over 200,000 customer contacts in 6 months.
• Improved Customer Satisfaction score by 25%. The CSAT improved from 50% to 75%.
• Support a business critical objective for the client. Reduced cost per call from USD $6 to USD $2.3
• Increased first call resolution by 31%. The FCR improved from 46% to 77%

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