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Assisting a leading telecom player in hiring quality manpower across business partner locations.

Challenge:

A leading telecom player wanted to assure quality manpower hiring across its business partners in India. The client was looking for a partner to monitor, implement and validate hiring of quality manpower by various business partners, in a centralized manner.

Action:

Customer support services are a critical function in the telecommunication industry and directly impact key performance metrics including subscriber base, market penetration, customer satisfaction and consequently, revenues. As per industry norms, client has a set of business partners dispersed across the country to manage its customer service processes. The client was keen to hire and deploy nothing less than quality manpower for the processes. Centum Learning, owing to its rich expertise in manpower learning & development domain, was entrusted with the responsibility of assessing quality of manpower before they could be trained and inducted into the system.

Result:

Business partners, all leaders in managed services domain, under close monitoring framework, devised and managed by Centum Learning, observe adherence to client standards & guidelines, thus making a strong foundation for delivering effective customer service. Under the partnership, validation of hiring and on- boarding is conducted for more than 3500 customer service agents across 12 business partners during each quarter of the financial year. Over a particular period, say during a quarter, as many as 65610 agents are evaluated Pan India on desired skills and competencies. Post evaluation, refresher workshops for more than 12578 Agents have been organized for the agents.

Perspective:

Quality service begins with quality manpower in the organization. Centum Learning, over the years, has aided in developing a strong framework for client's service support ecosystem, thus assisting the latter in achieving and maintaining a strong subscriber base.

 

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CORPORATE OFFICE

Centum Learning Limited

Neelgagan, Mandi Road, Sultanpur,

Mehrauli, New Delhi-110 030.

Fax:+91-11-46001111

CIN: U74120DL2007PLC158956

Tel: +91- 4588 1000 / 1200 , 4600 1100

For Business Queries, Please contact :
+91- 011 4588 1140 / 4588 1097 9:30 a.m. to 6:30 p.m.)


Write to us

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African Headquarters

Centum Learning Limited

Parkside Towers, VI Floor

Mombasa Road

Box No 73146 00200

Nairobi

TEL: +254 733 466436
+254 788 736382

Write to us

contactus.africa@centumlearning.com

Nepal Office »

Centum Learning Ltd.
6th Floor, Trade Tower Nepal,
Thapathali, Kathmandu
PIN: 44600, Nepal
Ph: +977 – 9801210590
Fax: +977 – 5111045

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