The client was facing several challenges in their existing Tech Support ecosystem. The processes were fragmented and broken making it inefficient. There was very high dependency on human centric operations that are prone to error.
There were considerably high ticket volumes with negligible first time fix leading to loss of revenue. This was due to no or minimum automation play in the system. As per the data records, the Net Promoter Score (NPS) we also found to be inconsistent for voice processes.
Wipro implemented a CoE (Center of excellence) concept, which standardized practices across centers.
We delivered productivity and efficiency gains through continuous improvement, Lean, Six Sigma and Automation projects: