The client wanted to service migration requests from its US residential customers switching from TDMA (legacy) to the latest 3G GSM service. The migration needed to be done for 23 million users. A complex process, it would require the process associates to be cross trained in both legacy and advanced GSM technology. They would also require the ability to handle divergent call types. A critical revenue generator for the company, this process meant increasing revenues from existing customers by minimizing churn to competing wireless providers. That meant it had to be done quickly and effectively with operating costs kept as low as possible.

The process outsourced is one of the most complex techno-commercial processes being handled by Wipro BPO. Our process associates have been cross trained in both legacy as well as advanced 3G technology. The Wipro BPO team dealt with more than 20 different call types. To ensure smooth transition of the technology switch, our team was trained to handle all aspects of this techno-commercial process. This included:

	dealer and end-user interaction
	handling enquiries on handsets, rates, coverage, features etc.
	activation
	service area changes
	enabling / disabling specific features
	billing plans
	change of address
	dispatch follow up