Case Study: telecom & media

Maximizing performance results thru increased leadership competency

couple choosing a show on television
graphic of a woman calling in orange overlay
aerial shot of telecommunication towers

Our client

Our client is an internet service provider based in the UK. They hired us to provide consultancy services to their vendor. They needed help in performance management and taking charge of the coming launch of their new broadcasting channel.

Business challenge

The support team is composed of young talents that may need guidance in affecting change in the organization and delivering efficient BPO services. Our goal is to stabilize performance across all key metrics, diminish attrition, and ensure a documented operational rigor is in effect while empowering the support group on the basics.


Audit documented process and identify weak spots to improve.
Simplified KPIs, identified customer and resolution impacting area.
Integrate new product offer to the current product line. Providing pitching strategies to help increase both satellite and broadband subscription.
Provide leadership development training to people managers to increase coaching effectiveness.


0 %
Improved agent retention
0 %
Interval Compliance
0 %
Improved Sales Conversion
0 %
Improved Net Promoter Score

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