Case Study: Leading Telecom Company achieves improved customer service and higher customer satisfaction with Optymyze

Leading Telecom Company Chooses Optymyze to Improve Customer Service

A leading U.S. telecom with about 5 million subscribers sought to grow market share by improving customer retention and satisfaction. The customer service organization faced high churn and fragmented processes—nearly ten disparate systems plus spreadsheets—for tracking performance and administering incentives, making it difficult to measure and reward the behaviors that drive better call resolution, faster response times, and higher satisfaction scores.

Optymyze implemented an integrated incentive and compensation management solution that consolidated data, tracked key service metrics into an aggregate score, linked pay to performance, and provided analytics for coaching. The platform now automates payouts for 1,700 agents, enables rapid plan changes, increases transparency, and has driven measurable improvements: reduced call and hold times, higher customer satisfaction, more consistent service, and clearer alignment of agent behavior with business goals.