Ajankya Landge

• The Concentrix process for Lebara UK involves providing customer support services for one of the UK’s well-known mobile virtual network operators, Lebara. The process includes voice (call) and non-voice (chat) channels, catering to Lebara customers in the UK.Key Responsibilities:1. Voice (Call) Support:
• Handle inbound calls from Lebara customers.
• Assist with account queries, recharges, SIM activation, network issues, data problems, international calling concerns, and plan upgrades.
• Perform identity verification for security.
• Provide step-by-step technical support for device and network settings.
• Escalate unresolved issues to the appropriate departments when necessary.

2. Chat Support:

• Engage with customers via real-time chat.
• Provide quick, accurate responses to similar concerns as in voice support (plans, recharge, technical issues, etc.).
• Use predefined scripts/templates when needed, but personalize conversations for better customer experience.
• Handle multiple chats simultaneously while maintaining quality and accuracy.

• The BT call process at Wipro involves handling inbound calls from UK customers of British Telecom. The role primarily focuses on resolving customer queries and technical issues related to broadband, mobile, landline, and TV services.Key Responsibilities:• Handle customer service calls related to:• Billing & payments• New connections & upgrades• Network issues and service disruptions• Technical troubleshooting (e.g., broadband setup, router problems)• SIM activation and plan information• Provide first-level technical support and escalate complex cases to senior teams.• Maintain customer satisfaction (CSAT) through professional, empathetic communication.• Update customer information accurately in CRM systems.• Adhere to compliance, data protection, and quality standards.