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Ensuring 100% service compliance for a leading DTH player

Challenge:

A leading DTH provider was struggling with stiff competition in the market. Process deviation, non- compliance to service standards, ineffective customer handling and lack of technical & soft skills on part of field service executives, were identified as key issues eroding business revenue.

Action:

Centum Learning has partnered the client to handle audit services and ensure process compliance for end-to-end field services of client's DTH business across 25 cities in India. Under an elaborate and meticulous audit framework, Centum Learning experts work closely with client teams to continuously gauge client service standards, capture and highlight gaps therein and suggest core areas of improvement in areas of live installation, fault repair, capacity enhancement, post installation and partner infrastructure. Going a step further in the process, Centum Learning teams also captured customer concerns and feedback on client services. A rigorous post audit follow up on corrective actions ensured timely and effective closure of customer concerns and increased customer satisfaction.

Result:

Rigorous audit activities under a consistent framework have elevated the quality of clients' services on the field and have consequently helped the client retain its leadership position in the DTH domain. Recognizing Centum Learning’s growing expertise in field services, client has entrusted audit process management for its partners and executives across Tier 2 & Tier 3 cities as well. Beginning from 1000 audits per quarter, Centum Learning teams of experts now conduct 4770 audits per month / quarter for the client.

Perspective:

Consistent support by Centum Learning teams on the field has increased customer loyalty for client's brand while also opening up multiple up- sell opportunities for the sales force. Low fault rate, effective and timely resolution to customer concerns and flawless compliance to processes have directly impacted clients' brand image and have had positive influence on customer satisfaction across business zones, as captured through periodic customer satisfaction surveys.

 

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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.)


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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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