INDUSTRY
Telecommunications & Internet
We reduce churn, resolve complex technical complaints, and manage mass activations for telecommunications operators and internet service providers.
Telcos face an operational paradox: high subscriber churn, first-level technical support that does not resolve, and price competition that leaves no room to increase service costs.
Our two-tier technical support model resolves 70%+ at first contact through guided diagnostics and intelligent escalation. Retention teams leverage speech analytics to identify churn signals in real time and trigger counter-offers before subscribers disconnect.
Challenges
Common industry challenges
- Technical complaints that escalate unresolved, generating repeat contacts
- Silent churn: customers who leave without warning
- Mass activations that overwhelm contact center capacity
Services
Related services
Case Studies
Success stories
Operadora de telecomunicaciones — Argentina
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.
- 31% Voluntary churn reduction
- 71% Technical support FCR
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