Airtel Billing & Retention Success Story
THE CUSTOMER
This customer is a leading telecom giant Airtel who decided to take the outsourcing route for the first time in Bangladesh, and choose to partner with us for their outbound billing and retention services.
THE REQUIREMENT
The customer wanted to increase their collection percentage which was 37% while doing it in-house. Customer wanted to save more and increase percentage of collection by outsourcing this outbound call center services with the following mandates:Call all their postpaid customers for bill collection and wanted to make it a regular habit for their customers. Our outbound agents are to urge customers to pay their bills on time to stay connected and to get better offer.
THE CHALLENGE
Our customer is a well-established telecom giant with a huge customer database. Their in-house outbound team was incurring more cost than the amount they were generating from the bill collection. Moreover, time was of the essence on this project, wherein we had to setup and go live in a very short time span (9 days).
THE SOLUTION
SuperTel offered very competitive rates and landed the project with this prestigious customer. Next, our analysis with the telecom company revealed that this was their first foray into the world of outsourcing in Bangladesh market. SuperTel worked in tandem with the customer to set up the outbound call center. The customer selected the call center agents and trained them. A call script was also provided by the customer.Other facets of this project specially appreciated by our customer:
1. SuperTel was very flexible in incorporating changes to the outbound calling script that were made at regular intervals by the customer.
2. SuperTel took an initiative to develop a robust CRM for Airtel without any extra charges.
THE RESULT
A satisfied customer! The customer was happy that SuperTel agents were able to reach their given SLAs (reached 85% collection in a year) within a short period of time. Our add-on services helped them in increasing the sales. Besides this, the other tangible benefits were:
- Quick turnaround time
- Significant cost savings
- SuperTel helped build customer loyalty for the telecom giant
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