Industries · Telecommunications
15 yrs
Continuous partnership with a national operator, 2005 to 2021
2
Carriers served, one Caribbean, one US
26+
Years of contact-centre operations in this market
Contact types and their setting
High volume, identical answers, time-critical. An AI agent clears the queue in the first minute of an outage; a person handles the customer whose business is down.
Transactional and repetitive. Handover on any billing dispute or a customer who has called twice.
Diagnosis needs a person; guided troubleshooting, device knowledge and auto-summaries beside them cut handle time without cutting the conversation short.
The save is a judgment call about a person. AI supplies the offer ladder and the account history; the agent reads the customer.
AI qualifies and books; trained sales consultants convert. The model we are standing up now for household telecom sales.
Lookup and data entry, with a person for anything the system rejects.
Proof
Client names withheld by agreement. Figures are from the client’s own written reference.
National telecom operator
15 yrs
continuous partnership
Internet and IPTV helpdesk, inbound prepaid customer care, retention, renewals and promotional campaigns, directory assistance and the service-order centre, 2005 to 2021. Recommended in writing as a vendor for telecommunications and customer support services.
US wireless carrier
Multi-year
customer programmes
Programmes focused on the carrier's customers and on DirecOne's own people, credited by the client for creativity and determination in a written thank-you to the team.
Why DirecOne for this sector
Two weeks later you will have its setting, a pilot design and a price.
