Wipro and TalkTalk win GTB's Award for Innovation

BANGALORE, INDIA: Wipro, has announced that it has jointly won the Global Telecoms Business (GTB) Innovation award for a successful engagement with its customer, TalkTalk Group, an UK-based telecom major.

GTB is an European publication that covers the telecom industry and the GTB awards recognize some of the innovative work being done around the world and projects that involve a telecom operator and a partner, working together.

The partnership of Wipro and Talk Talk Group focused on churn management and reducing customer complaints. The partnership between Wipro and TTG helped TTG support an improvement in churn and reduce customer complaints through operational and analytics used by Wipro.

Vinay Firake, vice president and global head of global media and telecom, Wipro BPO, said: "The GTB Innovation award is a great recognition for our 6-year partnership with TalkTalk Group (TTG). We are delighted that the project yielded positive business outcomes for TTG, such as improved the customer retention rates, in addition to a 10 percent increase in customer satisfaction. This endorsement is an acknowledgment of Wipro BPO's concerted endeavors to offer vertical-specific solutions that align with industry needs and create measurable business value for our customers."

"Winning these awards is a great achievement. The Wipro in-house tool provided TTG the ability to really change the way we handle customer complaints. The tool provided great insights that really helped improve customer satisfaction, reduce churn and helped drive down Ofcom complaints", said Henel Patel, head of service excellence, TalkTalk.