28% Increase in First-Call Resolution

Background

This client is a major European telecoms provider with over 8 million UK subscribers. Their customer service operation handles billing queries, technical support, account changes, and retention across voice and digital channels.

Following a period of rapid subscriber growth, the provider's in-house contact centre was struggling to maintain service levels. Queue times were increasing, first-call resolution was declining, and agent attrition was creating a persistent training burden.

The Challenge

The provider needed a BPO partner who could absorb a significant portion of their inbound volume (initially 200,000 calls per month) while matching or improving on their existing quality metrics. Integration with their billing platform, CRM, and knowledge base was essential.

Crucially, the provider required a partner with telecoms domain knowledge who could handle technical troubleshooting as well as straightforward billing queries.

Our Solution

DigiTalker established a dedicated team of 120 agents trained on the provider's systems, processes, and brand standards. We deployed our AI-augmented agent tooling to provide real-time assist during calls, including guided troubleshooting workflows and automatic post-call summarisation.

A dedicated DigiTalker programme manager works on-site with the client's operations team, with daily performance reporting, weekly calibration sessions, and monthly business reviews.

Results