A popular entertainment and gaming brand in India, offering sports, virtual reality (VR), arcade games, and dining experiences, required a dedicated customer service function to efficiently handle customer queries, capture requirements, and route relevant information to the appropriate teams for timely resolution.
Aligned an experienced team with specialised training in customer service to manage both inbound and outbound interactions. Implemented structured call-handling scripts and defined call flows to effectively manage inquiries, capture accurate customer information, and ensure timely routing of leads to the respective centre teams.
