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Telecommunications

Telecommunications Case Study 1

Enhancing Customer Support for a Latin American Mobile Network Operator

  • Background

    A mobile network operator (MNO) based in Latin America was facing challenges in providing timely and efficient customer support due to a surge in user complaints regarding service disruptions and billing inquiries. The company struggled with long wait times, high call abandonment rates, and declining customer satisfaction.

  • Objective

    To improve customer support response times, reduce call abandonment rates, and increase overall customer satisfaction by implementing a multilingual, 24/7 support system.

  • Solution

    Corpshore Solutions deployed a multilingual customer support team to manage all inbound inquiries across phone, email, and live chat channels. The support team was trained to handle a wide range of issues, including billing inquiries, technical troubleshooting, and service outages. Automation tools were integrated to handle routine tasks such as balance inquiries and basic troubleshooting, reducing the workload for human agents.

Key Features

  • 24/7 multilingual customer support via phone, email, and live chat
  • Automation of routine inquiries such as balance checks and billing queries
  • Real-time reporting and monitoring of service disruptions
  • CRM integration for personalized customer interactions

KPIs & Metrics:

  • Call Abandonment Rate: Reduced call abandonment rate by 35%
  • Response Time: Decreased average response time from 10 minutes to 4 minutes
  • Customer Satisfaction: Improved customer satisfaction by 25%
  • First Call Resolution: Achieved 80% first call resolution rate

Outcome

The mobile network operator saw significant improvements in customer support operations, with a 35% reduction in call abandonment and 25% increase in customer satisfaction. The introduction of automated support features and real-time monitoring allowed the operator to maintain a high level of service, especially during peak periods.

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What to expect with a free quote request? 

  • Response within a few minutes to a maximum of 6 hours
  • Cost efficient pricing option(s) with an immediate call to action
  • Optional invitation to proceed with a 5 minute to 1-hour thorough discovery call based on your business needs
  • Fully outlined action plan with results guaranteed!

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Get a free quote now!

Save up to 75% on operations & payroll costs today. Leverage Corpshore’s world-class in-house & remote staff, and accelerate growth and tangible results via outsourcing.

What to expect with a free quote request? 

  • Response within a few minutes to a maximum of 6 hours
  • Cost efficient pricing option(s) with an immediate call to action
  • Optional invitation to proceed with a 5 minute to 1-hour thorough discovery call based on your business needs
  • Fully outlined action plan with results guaranteed!