Case Study

Achieving Optimized CX, Staffing Excellence, Efficiencies for Mobile Network Operator

Download Now

Overview

A leading mobile virtual network operator faced operational instability due to high attrition, hiring challenges, and seasonal volume fluctuations. ContactPoint 360 introduced a structured hiring framework, performance methodology, and operational discipline that stabilized staffing, improved application audit accuracy, and enabled faster approvals for customer account enrollments.

Key Highlights

Staffing excellence framework improved hiring precision

Dedicated Philippines delivery center ensured operational stability

4DX execution methodology strengthened accountability and performance

Quality training enhanced accuracy in application auditing

Streamlined processes improved efficiency despite rising volumes

Challenges

High attrition affecting operational continuity

Hiring inefficiencies created staffing shortages

Seasonal application volumes caused inconsistent performance

Manual processes slowed application audit turnaround

Download Case Study


Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

0%

Attrition achieved, stabilizing staffing and service delivery

0.35%

Critical error rate, far below the 2% target

54s

Audit turnaround, beating the 1m20s requirement

Higher

Processing efficiency supporting larger volumes with fewer staff

Faster

Application approval speed enabling quicker customer onboarding

Other Case Study