Custom Story – Telecom

Applying CSX Best Practices and AI Driven BI in a Highly Competitive Market

A Leading Telecommunications company responds to diminishing market share using RevealCX. They had 21,000+ employees managing multiple lines of business, both commercial and consumer, across 10 markets located throughout North America, Asia and Europe.

About the challenge

They were in an extremely competitive market with challengers in all revenue segments.

Shrinking market share driven by low customer satisfaction Sales and customer satisfaction had been declining over previous years and were significantly down. The drop in CSAT was also having an impact on retention.

The problem was they did not have any insight into sales performance and their quality scores resulting from their Quality Assurance process showed that the problem was not at the agent level. They could not identify what was driving negative customer interactions and the cost of operations was growing.

The result

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