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The telecom industry is witnessing intense competition due to consolidation of operations, rapid advances in technology, quickly changing consumer preferences and flatter pricing structures. The client decided to put in place, a program to outsource a broad array of back-office functions with the objective of reducing its total cost of billing operations. Infosys BPO instituted an Offline Helpdesk with approximately 300+ resources, to provide email support to the client's retail customer base. Rather than just focusing on labour arbitrage by providing support from a lower cost location.
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