Leading telecom operator

Situation

A leading telecom operator within the UAE outsourced 3,500 candidates through 18 partners. The situation led to multiple escalations, no reporting clarity, delay in salary payments, incorrect invoicing, compliance issues and finally, employee demotivation

TASC’s Execution

The telecom operator partnered with TASC to audit the current processes. As a result of this humongous process audit involving 18 partners, TASC developed a 12-point document covering areas of recruitment, onboarding, exit process, etc. Based on the 12-point document, new SLAs were formulated and a dedicated 5-member TASC team was appointed to monitor adherence to the SLAs. This was followed-up with a monthly MIS / review meeting with the telecom operator

Results

Together with the Telecom operator, TASC was able to set-up an uncomplicated structure resulting in transparency and improved turn-around-times. The simplicity of the structure and clear SLAs ensured 100% compliance. On one end the outsourced staff was motivated, while on the other telecom operator’s satisfaction improved by 29%.

  • Back-office Support
  • Contract Staffing
  • Customer Service
  • Inbound Sales
  • Outbound Sales
  • UAE