Case Study: Vivo reduces call center TMA with Agence

Vivo cuts call center TMA by 30% with Agence

The customer, Vivo, a major Brazilian telecom operator, faced significant challenges in its call center operations, including a lack of standardization, an obsolete and unused knowledge portal, and inconsistent information relayed through word-of-mouth. This led to poor visibility, low-quality customer service, and a high average handling time (TMA). Seeking a partner for a digital transformation, Vivo engaged the vendor Agence for its consultative methodology rather than just a new software solution.

Agence implemented a centralized, bespoke call center portal featuring dynamic FAQs and a collective intelligence model that allowed operators to update content. This solution standardized processes across all third-party providers and significantly improved usability. The results included a 30% reduction in average handling time, a 35% increase in both service level and customer success rate, and a 40% increase in upselling, all while scaling to support 40,000 users and 12 million monthly accesses.

Vivo