30% Reduction in Call Volumes and Improved CX for Leading Telco

Industry: Retail & Consumer Packaged Goods | Services: Automation

Client Overview

The client is a top-three global telecommunications and fully integrated service provider, offering mobile, broadband, and enterprise solutions. With a massive customer base and increasing competition, the company sought to strengthen its customer engagement model while improving efficiency and lowering operational costs.

The Challenge

Reducing Calls While Improving Customer Experience

The client faced high inbound call volumes driven by fragmented processes, limited self-service options, and inconsistent customer support. These challenges drove up costs and impacted customer satisfaction. The telco needed a scalable, digital-first solution to reduce reliance on live agents and deliver seamless, reliable customer experiences.

Sutherland Solution

Digital-First Telco Experience Transformation

Sutherland partnered with the client to transform its customer engagement model. Key initiatives included:

1. AI-powered self-service tools to reduce dependency on call centers
2. Omnichannel engagement strategies for seamless customer interactions across digital platforms
3. Process reengineering to eliminate inefficiencies and speed up resolution times
4. Analytics-driven insights to continuously improve customer journeys and reduce repeat issues

The Outcome

Smarter Engagement, Happier Customers

Sutherland’s digital-first strategy reduced inbound call volumes by 30% while significantly improving CSAT. Customers benefited from faster resolutions and more convenient digital channels, while the client lowered operational costs and built a stronger foundation for scalable, future-ready customer engagement.