Ajay Adhikari
My mission is to help businesses grow the experience they deliver to their customers.
Sixteen years in customer experience and contact centre operations. Fifteen of them at Ncell, where I started on the phones and left running the contact centre. I now do that work for other companies at HumanX, choosing the CX programme, the technology and the processes that fit how a business actually runs.
What I do
Which CX programme, which technology and which processes fit a given contact centre.
Quality and KPI management, IVR, VOC, surveys, complaints and performance, taught to CX managers across ISP, telecom and airlines.
BPO services, and contact centre partner management from the business side.
Track record
CX consulting, BPO services and training for clients across industries, from Lalitpur.
Joined as a representative, supervisor by 2009, manager from 2010. Ran a team of 100 and an extended outsourced team of 500 or more, set the KPIs the contact centre was measured on, and owned complaint handling and partner management. Delivered the AVAYA and Genesys platforms, the IVR, the TeleSales rollout, and the move to semi-managed and fully managed outsourcing.
Telemarketing and follow-up for clients in the US and Canada.