Challenge

NPS performance had declined significantly and was recorded at 40 against a target of 75% month-on-month. Existing gaps in customer handling, communication quality, and issue resolution were affecting overall customer experience and satisfaction levels.

The operation also faced inconsistencies in quality monitoring and governance, which impacted accountability and customer ownership across teams. There was a clear requirement to strengthen service delivery standards while improving customer interactions across support operations.

Opportunity Areas

The operation required a more structured customer experience framework to improve customer satisfaction and strengthen operational accountability.

Key focus areas included:

• Improving first-call resolution

• Strengthening agent communication and soft skills

• Improving customer ownership and accountability

• Building stronger governance and reporting structures

• Improving consistency in quality monitoring

Solution

The initiative began with identifying the major operational gaps and recurring issues affecting customer experience scores. A structured improvement program was introduced to strengthen customer handling processes while improving accountability across operations.

The approach focused on improving communication quality, strengthening governance processes, and increasing customer ownership at the agent level.

The following initiatives were implemented:

• Improved first-call resolution processes

• Conducted communication and soft skills training sessions

• Strengthened quality monitoring and governance practices

• Introduced structured reporting and daily review mechanisms

• Conducted refresher training on the top impacted issue categories

• Introduced incentive and motivation programs to improve engagement

• Launched the “I Own My Customer” initiative focused on alignment and accountability

Outcomes

The revised operational structure improved customer experience performance and strengthened service quality across teams.

The initiative delivered the following outcomes:

• NPS improved from 40 to +77 within 2 months

• Secured a Top 2 PAN India ranking

• Consistently maintained NPS above 75% month-on-month

• Improved accountability and ownership across support operations