Optimizing a Rapidly Growing Cellular Company

Optimizing a Rapidly Growing Cellular Company

I. Description

One of the fastest growing cellular operators anticipated tremendous growth over a span of two years.
In order to meet the expected demand, the company brought in Tefen to redesign their staffing models and adjust service level requirements to reach world-class benchmark standards.

II. Methodology

• Revised Staffing Model to align with operating goals.
• Revised Key Performance metrics to improve productivity by 20%.
• Implemented continuous improvement methodologies for future training programs.

Flow chart

III. Results Achieved

• Abandonment Rate decreased from 10% to 2%.
Customer Satisfaction levels increased by 28%.
• Cost per call reduced by 28%.
• Customer complaints decreased by 23%.


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