Based in France, the client is the tenth-largest mobile network operator in the world, serving 266 million customers around the globe.
Offering mobile, landline, internet, and IPTV services, they partnered with Teleperformance to support nearly 15 million interactions per year across two key lines of business — technical and commercial. Implementing intelligent automation tools allowed them to scale more efficiently, address simple or repetitive tasks, and elevate agent performance.
As a result, they saw significant KPI improvements in first call resolution (FCR), customer satisfaction (C-SAT), and agent productivity.
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