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Case Studies

Three operations, three numbers that moved

Drawn from the current Service Catalogue

Headline movement
  • +7.0
    Voice of Customer
    Digital Non-Voice CX
  • +26
    Service level
    Utilities CX Operations
  • 6
    Channels unified
    Omnichannel Platform
01.
Case study · Digital Non-Voice CX
The client

The largest telecom operator in Oman, digital non-voice channel

Operating scale

90–105 headcount.

Service line

Digital Non-Voice CX

A score that had not moved in quarters, up seven points in six months

01 — Challenge

Voice of Customer was 81.8%, below an 85% contracted target, with dissatisfaction concentrated in repeat contacts and inconsistent handling across a digital non-voice operation.

02 — Approach

People
Weekly coaching tied to individual scorecards and re-score closure.
Process
Remove repeat-contact drivers at source.
Technology
Improve routing and knowledge so the right agent has the right answer earlier.

03 — Results

  • +7.0

    Points of Voice of Customer, 81.8% to 88.8% in six months

  • +3

    Points of First Contact Resolution, 74% to 77%

  • 4

    Months sustained above the 85% target

“Infoline, you've set a new performance benchmark.”

The largest telecom operator in Oman
02.
Case study · Utilities CX Operations
The client

One of the biggest utilities companies, voice contact centre

Operating scale

75,000–91,000 calls a month.

Service line

Utilities CX Operations

Service level up 26 points while more calls were handled

01 — Challenge

Service level was 68% while 32% of callers abandoned before reaching an agent. Customers who could not get through by phone were moving into the branch network.

02 — Approach

Scale staffing against measured demand, introduce structured onboarding and weekly coaching, implement workforce forecasting and fixed weekly shifts, monitor SLA daily with real-time intervention, and deploy a cloud contact-centre platform with enhanced IVR and live reporting.

03 — Results

  • +26

    Points of service level, 68% to 94% over seven months

  • -24

    Points of abandonment, 32% to 8%

  • +50%

    Calls handled

  • -20%

    Branch visits

03.
Case study · Omnichannel Platform
The client

One of the biggest Omani Governmental Entities, delivering citizen-facing services.

Service line

Omnichannel Platform

Six channels. One queue. One customer history

01 — Challenge

Citizen contacts arrived across disconnected channels without a unified interaction view or queue, and reporting was assembled after the fact.

02 — Approach

Implement and integrate an omnichannel environment, align hosting and security, connect business continuity and technical support, and establish one accountable operating model.

03 — Results

  • 6

    Channels unified into one queue and agent desktop

  • 100%

    Of interactions analysed through speech and sentiment analytics

  • 1

    Supplier accountable for platform, operations and outcome

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