Case Study: Telecommunications Providing Company achieves 22% higher first-call resolution with TTEC

Telecommunications Providing Company - Customer Case Study

Telecommunications Providing Company, a dominant broadband and telephony provider in the Middle East, needed to upgrade its customer support as products and services became more sophisticated. TTEC helped the company rethink its contact center model so it could better handle increasingly complex technical support needs across mobile, residential, and enterprise customers.

TTEC consolidated data from 22 systems into a single agent screen and launched intensive training to equip associates to troubleshoot more advanced issues. The new approach improved first-call resolution by 22%, reduced wait times, and increased customer satisfaction, while also creating a stronger feedback loop and enabling the program to expand to other business units.