Customer Success Story

Revolutionizing Telecom: A Telecom Giant’s Exceptional Customer Service Journey

In the fast-paced world of telecommunications, providing exceptional customer service is not just a goal; it’s a necessity. For a telecom giant, this challenge was met head-on with a dynamic partnership that spanned over six years and expanded into the United Kingdom. This case study delves into how a globally recognized scalable partnership model, multi-language support, and seamless implementation turned challenges into triumphs for the wireless carrier..

The Challenge

A telecom giant, faced a monumental challenge in the ever-evolving world of customer service. They needed to not only maintain but enhance their customer service operations. The goal was ambitious: to double their receivables from $1 million per day to over $1.5 million, starting from Day 1. The bar was set high, but the telecom giant was determined to meet and exceed expectations.

The Solution

Enter a partnership that would redefine customer service excellence. The telecom giant embarked on a journey with TSI, a globally recognized partner, a relationship that would prove to be a game-changer. The solution involved several key elements:

  • Scalable Partnership Model: This model was not just about short-term solutions but building a foundation for long-term success. It offered the telecom giant the ability to scale their customer service operations as needed, ensuring they could adapt to the ever-changing telecom landscape.
  • Global Capabilities: As the telecom giant expanded into the United Kingdom, they needed a partner with global reach. This partnership provided seamless support across EMEA, Canada, and Latin America, catering to the diverse needs of their international clientele.
  • Multi-Language Support: Recognizing the importance of linguistic diversity, the solution ensured that customer support was available in multiple languages. Native speakers were on hand to communicate effectively with customers, both over the phone and through email.
  • Aggressive Ramp Model: To meet the ambitious goal of doubling receivables from Day 1, an aggressive ramp model was put in place. This ensured that the partnership hit the ground running, delivering exceptional service from the outset

The Results

The results of this exceptional partnership were nothing short of remarkable:

Top Performing Vendor: The partnership became a top-performing vendor, not only meeting but surpassing the target by doubling the receivables goal from $1 million per day to over $1.5 million right from the start. This achievement showcased the power of strategic collaboration.

Recognition for Superior Operations Management: The partnership was lauded for its superior operations management. It demonstrated that efficiency and excellence could go hand in hand, even in the demanding telecom industry.

Brand Extension to Key Clients: The telecom giant, with the support of this partnership, successfully extended its brand to key large clients. This expansion strengthened the telecom company’s position in the market and enhanced its reputation as a customer-centric telecom provider.


The partnership between the telecom giant and TSI,  its global service provider has not only met but exceeded expectations. This collaboration served as a key reference point for new programs, all based on the immediate results achieved and the ease of partnership. It demonstrated that in the world of telecommunications, delivering exceptional customer service is not just a goal; it’s a competitive advantage that can redefine

Customer Experience/Care Management

Inbound & Outbound Voice

CX  & Care Programs

Back-Office Functions

Performance Analytics

Flexible Global Staffing

Business Process Outsourcing

Data Input

Document Processing

Verfication & Validation

Exception Processing

QA Monitoring & Reporting

Business Analytics & Modeling

First Party ARM

1st Party Collections

Pre-Charge Off Program Support

Inbound & Outbound

Early Stage / Care Based

Brand Protection

IT Adaptability / Flexibility

third Party Debt Collection

Post Charge-Off

Primary & Secondary

Late-Stage Recovery

Innovative Technology & Approach

Propensity to Pay Analytics

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