THE GROWTH CHALLENGE
A major telecommunications company—one of the nation’s fastest-growing MVNOs—serves more than four million customers, primarily adults aged 50 and older. Known for exceptional service, the brand has earned 18 consecutive #1 J.D. Power rankings and 10 PCMag Readers’ Choice Awards. As its customer base grew, support operations were increasingly strained. The company needed to manage rising call volumes, reduce handle times, minimize transfers, expand bilingual coverage, and address growing agent attrition.
THE TURNING POINT
Relying on a mix of internal resources and a single outsourced provider wasn’t enough to keep pace. The company needed a partner who could scale quickly, improve key performance metrics, and align with its customer-first culture.
THE TRANSPERFECT CONNECT SOLUTION
TransPerfect Connect launched a dedicated on-shore BPO operation in El Paso, Texas—an ideal market for bilingual talent. Within six weeks, we ramped more than 150 agents fully integrated into all client systems, each trained in an empathyfirst model that treats every interaction like assisting a family member. This blend of speed, scalability, and cultural alignment provided the stability and flexibility needed to support rapid, ongoing growth.
Proven Results
CUSTOMER SATISFACTION
+10-point lift, achieving near perfect results
AVERAGE HANDLE TIME (AHT)
~30 seconds faster per call
TRANSFER RATE
Reduced by 8 percentage points
FIRST CALL RESOLUTION (FCR)
Increased by 6.5 percentage points
AGENT ATTRITION
~66% year-over-year improvement
A PARTNERSHIP BUILT TO SCALE
What began as a fast initial rollout has grown into a long-term strategic partnership. Among the client’s three BPO providers, TransPerfect Connect now manages the largest share of volume by a wide margin—a reflection of trust earned through consistent performance and shared values.
THE TAKEAWAY
For organizations facing similar challenges, this leading telecom provider’s experience shows how TransPerfect Connect’s on-shore BPO model can deliver rapid scalability, disciplined operations, and strong cultural alignment, resulting in measurable gains in both customer satisfaction and operational efficiency.
