Transforming Customer Support for One of the Largest Telecom Companies in Pakistan
Background
In 2020, our client initiated a major strategic transformation of their customer support systems and operations by partnering exclusively with Meqy. This critical move was designed to streamline and elevate their customer engagement by moving away from a fragmented multi-BPO model and consolidating all support functions under Meqy—placing a strong focus on service consistency and customer satisfaction.
Challenges
Prior to partnering with Mindbridge, our client grappled with several challenges in its customer support operations
Operational Complexity:
Relying on multiple BPO partners with inconsistent service quality led to avoidable inefficiencies—especially for a function that could be seamlessly handled by Meqy’s highly skilled and specialized customer support team.
Diverse Customer Base:
The client required an efficient solution to manage a diverse customer base spanning multiple segments—including Prepaid, Postpaid, Retailers, High-Revenue accounts, and several other client-specific categories.
Timely Responses:
Meeting the demand for 24/7 customer support—and delivering timely responses and resolutions across all customer segments—had become a significant challenge for our client.
Strategies Implemented
Mindbridge, as our client’s exclusive BPO partner, implemented a range of strategies to address these challenges effectively:
Inbound Services
Meqy assumed full responsibility for managing inbound customer service operations, efficiently handling high call volumes across various customer segments. By implementing intelligent call routing through dedicated queues and leveraging advanced technology and management software, each interaction was accurately tagged and managed according to predefined configurations. Our skilled customer service team ensured every customer was treated with care, empathy, and professionalism—laying a strong foundation for lasting customer loyalty.
Social Media Moderation
Meqy delivered end-to-end social media management services for the client, effectively handling their presence across platforms such as Facebook, Twitter, and Webchat. Our team consistently met all performance targets while maintaining a high standard of quality in every interaction—strengthening the client’s reputation for trust, reliability, and customer-focused service.
Email Support
Meqy implemented an efficient and responsive email support system, ensuring timely replies and high-resolution rates for all client communications. Using a centralized routing mechanism, incoming emails were directed to the most suitable representatives—enabling swift handling of critical escalations, including PTA-related cases. This streamlined approach significantly improved operational efficiency and response speed.
Results
The implementation of these strategies yielded remarkable results for the client:
Streamlined Operations
Consolidating services under a single BPO partner significantly enhanced operational efficiency, reducing fragmentation and streamlining overall service delivery.
Enhanced Customer Satisfaction
Consistently delivering high-quality interactions and effective issue resolution across all channels resulted in a significant boost in overall customer satisfaction.
Proactive Engagement
Tailored outbound campaigns and targeted surveys—executed by our highly skilled team—enabled proactive, high-impact customer engagement at the highest standard.
Our partnership—powered by the Cisco IPCC contact center solution—catalyzed a transformative shift in the client’s customer support operations. This case study highlights how consolidating services with a specialized, high-quality BPO provider like Meqy can dramatically improve operational efficiency while elevating the customer experience. It stands as a compelling example of successful customer support transformation within the telecommunications industry.