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Improving operations through a satisfaction survey

case-study

The Client

The client is a top 10 BPO Services provider in India, beginning operations in 2000. With Fortune 500 clients in the UK, US, Australia and India, the company has over 30,000 employees across global delivery centers. Headquartered in Mumbai, the company has numerous domestic delivery centers spread across the country.

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Business Context

The client wanted to gain insight into its operations and hence was in the market to conduct a semi-annual Voice of the Customer (VOC) study across its global customer base. As a BPO services provider, ensuring high levels of customer satisfaction was key to their success, prompting the client to commission a neutral entity to anchor the satisfaction study.

Prayag's Solution

Prayag worked closely with the client to get an understanding of their expectations from the survey. The customer base was widespread and global in nature, and the Prayag team interacted with senior and operational level contacts to get a holistic view for the client. Client feedback was sought across both strategic and operational aspects. To facilitate this, Prayag’s team tailored the questionnaire based on the level and role of the contacts we reached out to.

Prayag was involved in the creation, administration and tracking of the survey and interpretation of the results. We helped the client baseline satisfaction across customers and in detail understand what parameters influenced them.

Benefits

  • The client had insight into:
    • The satisfaction and loyalty levels among existing customers
    • The key parameters that influenced satisfaction
    • Detailed feedback on performance at the operational level
  • Using the insights garnered, the client was able to implement improvement initiatives in operations confidently and effectively.



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