In 2018, we were approached by a growing telecom service provider operating across multiple states in the U.S., offering mobile, internet, and VoIP services to both residential and commercial customers. With their customer base increasing at an accelerated pace, their internal support teams were struggling to keep up with inbound call volumes, especially during peak hours and holidays.
They required a scalable call center support solution that could handle:
Our team was brought in to provide 24/7 professional call center support, helping them enhance service levels, reduce customer complaints, and improve overall call satisfaction scores.
Call Center Support
2018 – Present
United States
Inbound & Outbound Calls, Tier 1 Tech Support, Billing Inquiries, Plan Upgrades, Churn Prevention, Escalation Handling
We designed a multi-tiered call center system tailored specifically for the telecom sector, ensuring rapid response times, technical reliability, and exceptional customer experience.
Our first step was creating a customized training program for agents that included:
All agents underwent weekly assessments and refresher courses to stay aligned with new product launches and support protocols.
To optimize efficiency and minimize customer frustration, we implemented:
We used Five9 and Twilio Flex to power our cloud-based call center operations.
We handled:
Inbound calls related to:
Outbound campaigns for:
Scripts were personalized and tested to ensure compliance and effectiveness.
With a diverse customer base, we deployed English- and Spanish-speaking teams to handle calls in the customer’s preferred language, ensuring accessibility and comfort.
Quality control was central to our operations. We set up:
Our QA managers audited random call samples daily and provided feedback to agents to help them continuously improve.
| Metric | Before Our Support | After (6 Months) |
|---|---|---|
| Call Abandonment Rate | 12% | 2.3% |
| Average Wait Time | 3.5 minutes | 1.1 minutes |
| First Call Resolution (FCR) | 67% | 91% |
| CSAT Score | 82% | 96% |
| Upsell Rate | 6% | 14% |
| Call SLA Compliance | 85% | 99.2% |
