Etech Global Services enhances overall customer experience for major wireless network provider.
A good inbound call program is essential to retain customers and enhance or protect the company reputation. It is imperative to provide the proper tools, training and follow up coaching to enable agents to succeed in supporting the company’s customer service objectives. Our leading telecommunication client, a Fortune 500 Company offering data and voice services to nearly 100 million customers around the globe, was facing difficulties with these few aspects of their inbound call program. Etech was tasked with Improving the company’s Service Levels and Reducing Average Handle Time (AHT) while maintaining a superior customer experience.