Case Study: Vodafone achieves 80% first contact resolution with ChatLingual

Vodafone reaches 80% FCR with ChatLingual

Vodafone, a multinational telecommunications company, faced challenges in delivering consistent multilingual customer support from its service hubs. They were constrained by the need to hire large, dedicated teams for each language market, which was inefficient and slowed expansion. To address this, Vodafone partnered with ChatLingual and implemented its multilingual contact center platform.

Using ChatLingual's solution, Vodafone created a global team of experts who could serve customers in over 100 languages, eliminating the need for per-language teams. This led to a 13% reduction in handling time, a 15-point increase in tNPS, and an 80% first contact resolution rate. ChatLingual also enabled Vodafone to deploy care services to new markets 75% faster and significantly reduced agent training time.

Vodafone