Analysed 70,000 chats to refine customer journey for a US telecoms provider

cost savings annually
contact avoidance opportunity
Analysed 70,000 chats to refine customer journey for a US telecoms provider

Analysed 70,000 chats to refine customer journey for a US telecoms provider
Case study


A leading telecommunications provider in the US (internet, television and TV) with a subscriber base of over 28 million customers approached Firstsource to help understand the factors impacting their customer satisfaction levels.

Business challenge

Our First Customer Intelligence (FCI) analytics tool measures customer sentiment, emotions and behaviours across an omni-channel environment. Through FCI, we can bring structure to customer interactions and combine them with existing structured data to arrive at actionable insights. These are drawn from an in-depth, real-time analysis of customer engagement on voice and non-voice customer service channels.

70,000 chats analysed through text analytics revealed that the key reasons for customer contact were:

  • 1% of customers contacted as a system for tracking their number porting was not available on the website
  • 8% contacted as no information about suspending their subscription services for a season was available on the website
  • 7% contacted to reset their Wi-Fi password or for the reset code
  • 6% contacted to enquire about Roku Beta App on the TV box
  • 9% contacted to enquire about the Netflix app on TV box

Firstsource solution

  • Created a timeframe system for number porting on website
  • Provided information on website for season suspension
  • Re-looked at the process for password reset
  • Added a separate tab under Apps Section on website

Business impact

Our solution reduced customer effort, improved self-serve, and:

cost savings annually
contact avoidance opportunity

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Firstsource is a leading provider of customised Business Process Management (BPM) services. We specialise in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

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