Case Study: Leading Largest Entertainment Company achieves 60% digital interaction share and top CSAT with [24]7.ai Agent Services

Global Communications Giant Relies on [24]7 Agent Services

One of the world’s largest telecommunications and media companies needed a trusted BPO partner to handle customer interactions across 13 lines of business while maintaining high voice-of-customer (VOC) scores, controlling costs, and quickly adapting to changing conditions (including the need to move 500 India agents to remote work in 72 hours during the COVID-19 pandemic). The client also required consistent social media management and the ability to pilot new product support without disrupting service.

[24]7.ai met the challenge by recruiting and rigorously training high‑caliber chat and voice agents, scaling from an initial 55 to 1,800+ agents across the US, India, Colombia and the Philippines, and taking over 100% of the client’s social media responses. The team rapidly enabled a work‑from‑home model, preserved VOC standards, kept attrition under 11%, grew to handle 60% of the client’s digital interactions, regularly ranked #1 in 10 LOBs, and successfully piloted new channels and products.