Case Study: Telekom Serbia achieves a profit-generating contact center with Avaya

Telekom Serbia turns Contact Center into Profit Center with Avaya

Telekom Serbia, the leading telecommunications provider in Serbia serving more than 7 million customers, faced a voice-only contact center with very low first-time resolution and slipping customer satisfaction in a highly competitive market. The company’s challenge was to modernize support across channels, reduce churn, improve efficiency, and ultimately transform the contact center from a cost center into a profit center.

Working with Avaya and local partners, Telekom Serbia deployed an omnichannel platform that integrated voice, chat, email, video, IVR, CRM, billing and ticketing to give 400+ agents a 360° customer view. The results: customer satisfaction rose nearly 16%, first-time resolution improved from almost zero to 32%, abandoned mobile calls fell to almost zero and fixed/technical abandoned calls dropped by over 25%; automated self‑service (including a “Reconnection” feature used by 500,000 subscribers) and a new mobile virtual banking service helped convert the contact center into a revenue-generating operation without adding staff.

Telekom Serbia

Dejan Ognjanovic

Head of Contact Center Development and Customer Experience