Setting Up Their One Point Contact Center
Super Tel ensures customer success through exceptional support and seamless communication solutions.
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Client
Symphony
Category
Telecom
Timelines
03 months
Service we provided
Customer support
The client, a leading mobile handset brand in Bangladesh, recognized the need for a strong customer support system to complement its product sales and repair services. To meet this demand, they sought a trusted partner capable of handling large-scale customer support operations and ensuring efficiency in query resolution. SuperTel was chosen as their partner to establish a one-point contact center, ensuring improved support operations, cost reductions, and higher customer satisfaction.
From challenges to results :
Driven a journey of solutions vision
Defining the Requirement
The client needed a centralized customer support system to manage a growing volume of inquiries. With an expanding customer base and a nationwide network of Customer Care (CC) Centers, they required a structured approach to improve response time, communication, and service efficiency. The existing support framework placed significant pressure on the technical team, making it challenging to address customer concerns promptly. To sustain long-term business growth, the client needed a cost-effective solution that would reduce operational delays while maintaining high service quality and customer satisfaction. A centralized system was essential for establishing seamless customer interactions and effective query resolution.
The challenge for Super Tel
SuperTel faced the challenge of developing a scalable and structured customer support system that could handle the client’s increasing service demands. The absence of a centralized support framework meant customer inquiries were scattered, resulting in longer resolution times and inefficiencies. Additionally, the rapid expansion of the customer base led to increased pressure on the technical team, causing bottlenecks in troubleshooting and response management. The client needed an automated and structured support model that could streamline operations, reduce response time, and optimize service delivery. The key challenge was to implement cost-effective, multi-channel support while ensuring seamless integration across all communication platforms.
The solutions from Super Tel
To meet the client’s needs, SuperTel implemented a multi-phase support strategy, beginning with the establishment of a one-point contact center. This centralized system streamlined customer communication, allowing for better coordination between customers, engineers, and the head office. We introduced multi-channel support, starting with voice and chat assistance before expanding to email and Facebook. A severity-based resolution system was implemented to categorize and prioritize service requests, improving response times. To enhance service quality, we conducted Customer Satisfaction (CSAT) surveys, ensuring continuous performance assessment. Additionally, an escalation framework was developed to direct critical cases to the engineering team efficiently. A call tracking and CRM system was introduced to centralize customer interactions, enhancing data accuracy and service consistency. We also launched a comprehensive training program for support agents and established a real-time dashboard and MIS system to monitor and optimize operations.
Service process
Our customer support service process ensures seamless assistance, starting with understanding client needs, followed by efficient query resolution and personalized solutions.
Inquiry Initiation
Begin by reaching out to us for assistance or to learn about our customer support services.
Assessment
We analyze your business requirements and customer needs to craft a personalized support strategy.
Strategy Develop
Based on your goals, we design a robust support framework to ensure efficient and effective CS service.
Regular follow-up
We work closely with you to adapt, improve, and provide exceptional customer support.
Impact
We created for Airtel
We drive business growth by providing unwavering support and helping clients achieve their goals.
Providing comprehensive support and tailored solutions to empower your business and drive success
Providing comprehensive support and tailored solutions to empower your business and drive success
Improved customer satisfaction scores by 45%, fostering long-term loyalty and repeat business
Optimized workflows, reducing response time by 30%, leading to more efficient service delivery and greater client retention.
What they say about SuperTel
A clear and efficient approach focused on collaboration and delivering excellence at every step.
Symphony has relied on SuperTel for over two years for live call center support, complementing our automated solutions. The SuperTel team feels like an extension of our operations, fostering a strong partnership. Their proactive feedback, support, and dependability make them a delight to work with for critical business needs
SM Morshed-Uz-Zaman
Head of service, Asst. Director, Edison Group
Symphony has relied on SuperTel for over two years for live call center support, complementing our automated solutions. The SuperTel team feels like an extension of our operations, fostering a strong partnership. Their proactive feedback, support, and dependability make them a delight to work with for critical business needs
SM Morshed-Uz-Zaman
Head of service, Asst. Director, Edison Group
Additional Customer success
Super Tel ensures customer success through exceptional support and seamless communication solutions.
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