Case Study: Telefonica achieves higher customer satisfaction and $2.9M savings with Minitab

Empowered by Efficiency Telefonica Increases Customer Satisfaction and Savings with Minitab

Telefonica’s Movistar brand in Argentina was struggling with a high rate of customer service call escalations, especially off-line escalations that were driving up costs and hurting customer satisfaction. To understand why front-line representatives were unable to resolve more issues on first contact, the company used Minitab Statistical Software to analyze its service process and identify the root causes.

With Minitab’s support, the team applied root cause analysis, hypothesis tests, Pareto charts, control charts, and pilot testing to validate process improvements and prioritize fixes. Telefonica reduced off-line escalations by 59% to the target 5%, cut average service time by 80 seconds, improved first-contact resolution to the expected 80%, and generated $2.9 million in annual savings.

Telefonica