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Gartner Expert
Rupinder Chandhok
Director Analyst
Rupinder supports Customer Service and Support Operations and Talent, including employee performance, quality assurance (QA) and training, development, workforce management and operational productivity. He brings over 20 years of experience in BPO-related Strategy and leadership roles with managing global vendors supporting multiple channels.
In his most recent role with TCS/Diligenta, Rupinder has managed UK onshore voice teams supporting pensions and life customers and an offshore team managing the back-office operations. Additionally, Rupinder initiated a strategy to implement workforce management to support hybrid working and to give complete visibility of all operational functions and digital adaptions within different customer journeys to maximise utilisation and productivity.
In his prior role with Expedia, Rupinder has managed global vendors supporting different languages, demographics, strategic clients and different loyalty/reward customers. Also, Rupinder has led and managed work streams such as universal agent and global escalations support, as well as gained substantial experience in BPO/ outsourcing services management. Other focus areas have been KPIs and vendors performance, upskilling and training, quality and customer experience (CX) transformation.
Rupinder's previous roles have given him significant experience with keeping the customer journey and CX at the center of every organisational decision, from driving operational changes to adopting new technology.
Previous experience
In all my previous roles I have managed and supported teams in achieving their customer service goals by enhancing performance by improving customer journey, launching self service options, adapting to VOC and CX results to understand what can be improved and making sure the internal processes like Q&A and Training are supporting the functional teams in achieving productivity.
Professional background
Tata Consultancy Services/Diligenta
Head of Digital Customer Experience and Operations
Expedia Inc
Global Vendor Operations
Areas of coverage
Service and Support Strategy and Leadership
Service and Support Talent and Operations
Service and Support Customer Experience and Analytics
Service and Support Channel Strategy and Execution
Education
Bachelors in Commerce and Accounting from Lucknow University, India
Top Issues That I Help Clients Address
1How to optimise customer operations to improve customer journeys and organisational performance.
2How to align workforce management processes with productivity and operational parameters.
3How to identify processes to consider for outsourcing and self-service to achieve maximum overall productivity without compromising the customer experience.
4How to set up KPI frameworks to measure performance for multiple vendors and channels.
5How to maximise the effectiveness of processes, such as QA & Training and generating positive impacts on performance.