Tier 1+2 technical support
70% of calls are technical, 30% commercial.
Telecommunications
Telecom with high FCR and controlled churn.
Tier 1 and Tier 2, retention, win-back, upgrade — we operate with certified technical training and procedures by technology (fibre, mobile, IPTV).
Common challenges
Pressured churn
Every lost customer costs 4-6 months to win back.
Contested billing
Complex tariffs generate complaints and refunds.
Upgrade vs satisfaction
Selling more without losing the current relationship.
How we help
Integrated Tier 1 + Tier 2
Same team resolves 80% without escalation, reducing handovers.
Win-back team
Operators specialised in retention with audited guidelines.
Billing management
Analysis + first-call decision for simple complaints.
Profile-based cross-sell
Only offers relevant to the customer's usage.
Live indicators
82%
First-call resolution
120K
Tickets resolved/year
T1+T2
Technical coverage
Want to discuss your case?
Within 24h we present a first proposal tailored to your industry and volume.
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