Gaurav Dharamshaktu

DOT-wfh-announcement

A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services

5th November 2020 will be a historic day for Indian telecom. With the onset of Covid 19, the Department of Telecommunication had to temporarily relax OSP norms so businesses could continue their Customer Service, KPO’s, and Telesales process when more than half of their workforce had to shift to their Homes.  Today after 10 months of …

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Why FCR is no more just a First Call Resolution rate?

Customer Service has come a long way since the last two decades. Customer Service or Customer Support is no more mere operations but an experience now. Responding to customer queries started over phones, then emails and today to any digital channel that is available. Although phones were a thing earlier that is changing gradually and …

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