Training and ramp-up
24/7 shift planning with team management model: 1 team leader for every 18 representatives
Telecom customer operations
The global telecommunications company required an outsourced customer experience solution to effectively manage customer demands, including inbound information updates and customer transaction requests, and outbound sales and information calls.
24/7shift planning
1:18team leader ratio
70+quality scorecard target
What the operation needed to solve
A telecommunications project required outsourced inbound and outbound sales, chat, and back-office support, with 24/7 shift planning and quality-led management.
How the model responded
Pusula CX established a team management structure, trained representatives on product and screen management, and used continuous quality monitoring, coaching, and KPI reporting.
The useful proof is operational, not decorative.
For a UK buyer, the important question is whether similar pressure points can be scoped, controlled and measured in their own environment.
Channels handled
Inbound: information updates and customer transaction requests Outbound: sales and information calls across all products Chat channel: handling and resolving customer requests, information and complaints
Quality controls
Continuous quality monitoring and coaching to keep scorecards above 70 points +10% reward for exceeding FCR and CSAT targets, -10% penalty if not met Personal Data Protection Act and information security protocols
Service-level result
Pusula CX established a customer satisfaction-focused customer experience infrastructure, covering both inbound and outbound processes. With its performance model and quality control mechanisms, it achieved high customer satisfaction and operational efficiency.
How It Was Delivered
- 0124/7 shift planning with team management model: 1 team leader for every 18 representatives
- 02Inbound: information updates and customer transaction requests
- 03Outbound: sales and information calls across all products
- 04Chat channel: handling and resolving customer requests, information and complaints
- 05Back office: resolving complaint records created via the call centre
- 06Continuous quality monitoring and coaching to keep scorecards above 70 points
- 07+10% reward for exceeding FCR and CSAT targets, -10% penalty if not met
- 08Personal Data Protection Act and information security protocols
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