Case Study: a telecommunications provider achieves 80.1 NPS and faster support with Sutherland Global Services

Telecommunications Provider - Customer Case Study

Sutherland Global Services partnered with a top-three media and entertainment provider to address a major customer support challenge. After acquiring a large remote service division, the telecommunications provider was overwhelmed by the rapid growth of its smart home customer base. This surge in demand for support on a vast array of devices severely strained their existing infrastructure, causing a decline in key performance indicators like their Net Promoter Score (NPS).

Sutherland transformed the customer service operation by developing an integrated set of multi-channel support tools and leveraging their proprietary SmartLeap® platform. This 24/7 solution included voice and chat tech support, a self-help microsite, and a device health check service. Within 15 months, Sutherland's solution dramatically improved all KPIs, including raising the NPS from 16.7 to 80.1, increasing first call resolution to 88.67%, reducing time to resolve by 10%, and cutting the cost of acquisition by 59%.