CASE STUDY
31% Voluntary Churn Reduction for a Telecommunications Operator
A nationwide operator was experiencing growing silent churn. Speech analytics combined with proactive retention reduced voluntary churn by 31% in two quarters.
Key metrics
Voluntary churn reduction
Technical support FCR
Support NPS improvement
The challenge
The operator was losing 2,500 to 3,000 subscribers per month to voluntary churn. Root cause analysis showed that 64% of customers who cancelled had experienced at least three unresolved support contacts in the prior 60 days. The problem was structural: first-level support resolved fewer than 55% of cases.
The solution
GSA BPO implemented speech analytics across 100% of technical support contacts to identify high-churn-propensity cases in real time. A proactive retention team was created that contacted the customer within 24 hours of a detected risk signal, with authority to offer resolution alternatives or loyalty benefits.
The results
Over two full quarters, monthly voluntary churn fell from ~2,800 to ~1,900 subscribers — a 31% reduction. First-level resolution rate rose from 55% to 71%. Technical support NPS improved by 18 points.
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