Case Study: Largest Telecommunications Providing Company achieves customer-centric operations and higher loyalty with TTEC

Largest Telecommunications Providing Company - Customer Case Study

Largest Telecommunications Providing Company, one of the largest telecommunications providers in the Middle East and North Africa serving more than 160 million customers across 11 countries, turned to TTEC to improve operations, employee engagement, and customer loyalty amid rising competition and expectations. The client’s legacy processes were hurting customer satisfaction, increasing handle times and costs, and creating scheduling problems across its contact centers.

TTEC developed a Customer Experience Uplift project using a holistic approach that included an infoSmart data organization, advanced churn analytics, a new contact center operating model, a Customer Experience dashboard, a Red Carpet Treatment program for high-value accounts, and Simulated Learning for employees. The initiative delivered a 72% jump in first-call resolution, 80% improvement in forecast accuracy, a 50% decrease in absenteeism, and a 25% increase in schedule adherence, while also enabling proactive churn management and a permanent analytics repository.