A telecoms operator present in Mozambique
Retention and written complaints coordinated from Lisbon
First-line service stayed local while retention, written complaints and quality supervision moved up to Lisbon.
Case facts
- Delivery model
- Lusophone corridor
- Variant
- pt-PT
- Team
- 7 people, Lisbon
- Time to launch
- 7 weeks
The problem
The first line handled volume, but retention needed agents who understood the product, and written complaints needed record-keeping and traceability that benefited from sitting under European rules.
What we built
A Lisbon tier for retention, written complaints and quality supervision, with its own scripts and client-defined discount limits. Volume service remained in Maputo.
Compliance
Lisbon tier inside the EEA. What flows to Mozambique requires standard contractual clauses and a transfer impact assessment.
Results
- people in the Lisbon tier
- 7people in the Lisbon tier
- retention rate on cancellation requests
- +14 %retention rate on cancellation requests
- time difference with Maputo
- 1 a 2 htime difference with Maputo
- written complaints with a full trail
- 100 %written complaints with a full trail
Retention stopped being a discount script and became a conversation.
Let us look at the numbers for your case
Tell us which processes you want to outsource, in which languages and at what volume. We come back with a euro estimate and an operating design, with no commitment.
We reply within 6 hours on working days. If you would rather write: info@corpshore.solutions