Reliance jio is India’s first national 4G-network provider. When they set about defining the kind of world-class customer experience they wanted to provide, they realized they’d need to look further than their own boarders. This is the story about how a small customer management firm started 30 years ago in the UK came to work in India to create the largest single customer services operation in Asia, capable of serving 200 million customers in the first 18 months. Closed loop NPS is at the heart of the empowered way agents deliver exceptional services.
 
About Paul Scott

Paul heads Dimension Data and Merchants Global Consulting activities. In his role he works closely with Dimension Data’s region businesses to ensure they are able to leverage Merchants intellectual property(IP) and gain benefit from our 30 years experience in customer management. Paul led the team that created the award winning National Contact Centre of Bahrain – Silah Gulf. He’s in his second term with Merchants, having rejoined the company from Dimension Data UK where he was Line of Business Director for Customer Interactive Solutions (CIS), leading a team contact centre technology solution architects. Prior to joining Dimension Data, Paul had a 15 year career in customer management consultancy in Europe and the USA. He has delivered a number of large transformational programmes for blue-chip clients in the telco, financial services and transportation sectors, helping them develop and execute customer centric strategies and improved customer experience. A regular contributor to the industry press, Paul also sits on the industry research council for the Contact Centre Association (CCA) in the UK and is a regular speaker on issues associated with the contact centre industry.Paul is currently leading a team of Merchants consultants in India where they are building a 26,000 seat customer care operation for a new 4G service provider.

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