Case Study: Major UK Telecom Provider achieves 5% higher FCR and 3% lower churn with ResponseTek

Improving Consistency between Offshore and Onshore Call Centres Leads to FCR Increase of 5% and Churn Reduction of 3%

Major UK Telecom Provider was struggling with declining customer retention because service quality varied between its onshore and offshore contact centres. With 11 call centres across five countries handling more than 1 million monthly interactions, the company needed a better way to measure performance, uncover root causes, and improve consistency. It turned to ResponseTek and its customer feedback platform to capture insights and diagnose pain points across the organisation.

ResponseTek implemented post-call surveys, faster feedback loops, and reporting that helped managers identify training gaps and service issues in real time. The company used these insights to improve agent knowledge, speed up responses, and share issues with outsourced providers. The results included a 5% increase in first-call resolution, a 3% reduction in early-life churn, a 10x increase in customer response rates, and an NPS increase of over 20%.