Support Center Deployment for Satellite Communication Client

Initiative / Challenge

The initiative focused on launching and operationalizing a Satellite Communication Support Center in Manila to expand global support capabilities.

Objectives

Stand up a support center in Manila for operational readiness and infrastructure scalability.
Recruit and onboard a skilled team using phased hiring and competency-based assessments.
Deliver targeted training programs to accelerate team readiness and service excellence.
Develop scalable processes and quality systems for consistent customer-centric delivery.
Implement customer feedback KPI mechanisms (CSAT, NPS, VoC) to drive service enhancements.

Execution / Approach

Secured workspace, provisioned tools, and executed phased hiring with onboarding kits.
Designed role-based curriculum, delivered expert-led sessions, and integrated simulations and mentoring.
Mapped workflows, documented escalation paths, and implemented CSAT/NPS tracking with real-time dashboards.
Developed QA scorecards, trained analysts, and embedded weekly performance reviews.
Launched feedback programs and KPIs, analyzed VoC data, and created customer journey maps to prioritize improvements.
Formed cross-functional teams, held weekly checkpoints, and managed risks through real-time issue tracking.

Outcome / Impact

Successfully launched the Manila Support Center, expanding global coverage and reducing response times.
Team formation and enablement completed ahead of schedule, accelerating productivity.
Standardized workflows improved efficiency and reduced onboarding time.
Embedded QA systems boosted accountability and service accuracy.
CSAT and NPS programs delivered actionable insights, improving customer satisfaction and loyalty.
VoC feedback loops resolved recurring issues, reducing resolution times and strengthening customer relationships.