Not All Contact Centres Are Built for Telcos

Disruption

Not All Contact Centres Are Built for Telcos — Here's Why That Matters

26 Jun, 2025

Care

Generative AI

Chatbots

Complaints Management

SERVICE LINE

Care

IMPLEMENTATION PERIOD

2025

KEYWORDS

Care, Generative AI, Chatbots, Complaints Management

SPIRIT BEHAVIOURS

Create the future

In today’s telco market — where switching providers is frictionless and pricing can look similar — customer experience isn’t a nice-to-have. It’s a competitive edge. 

 Companies that lead on customer experience are already delivering 5.4x greater shareholder value than those who don’t. (The Agile Brand Guide, 2024)

But telco queries aren’t always simple. One customer issue might involve billing, tech setup, plan changes, compliance — even a technician visit — all in one call.

We’re all customers ourselves, and we all know the frustration of our issue being treated like a routine, one-and-done ticket.

The truth? Most contact centre platforms weren’t designed to handle this kind of complexity.
They just weren’t built for the interconnected, high-stakes world telcos now operate in. 

 So what are the four barriers to great customer care, and what role can GenAI play?

Too many handoffs. Too much chasing.

In Telco, one simple customer problem often touches multiple teams, for example handset related issues which get toggled between network support, device support and vendor teams for fault triaging. Customers can be left chasing answers across departments. Most generic customer service tools handle this on a case to case basis, missing the opportunity to leverage AI for intelligent operations. It’s not only frustrating — it’s one of the biggest drivers of repeat contact.

What’s changing:
At VOIS, we've supercharged our digital assistant with generative AI—transforming how we serve 50 million customer interactions every month. Now powered by Microsoft Azure’s OpenAI suite, it's live across 13 countries and fluent in 15 languages. This next-gen assistant doesn’t just chat—it thinks. It automatically summarises conversations and hands them to agents, slashing average handling time and boosting customer satisfaction. Since embedding GenAI, our clients have seen a 50% increase in first-time resolution on critical journeys like complex billing—alongside an impressive rise in response accuracy.

Agents know the answer — but they’re stuck doing admin.

Most agents could immediately resolve the issue — if they weren’t spending half the call switching systems, copying data, or chasing down approvals. With tools that don’t talk to each other, even a simple fix becomes a long wait. Customers get delayed. Agents burn out.

What’s changing:
At VOIS, we harness autonomous AI agents to streamline back-office operations—enhancing efficiency, improving quality, and freeing human agents to focus on customer engagement. With a mature RPA factory, proven technology, and a robust methodology, we specialize in automating repeatable tasks. We've developed telco-specific agentic and RPA solutions—such as automated complaint letter generation—that can be rapidly deployed. Our clients have seen significant benefits, including SLA reductions from 72 hours to just 24 hours.

Agents want to help — but the playbook’s always out of date.

In telco, the rules change every week — new bundles, roaming policies, fibre launches. But most training tools can’t keep up. Agents are left second-guessing whether the advice they’re giving is still accurate — and that uncertainty adds pressure to every call.

What’s changing:
At VOIS, we always people at the heart of our business, and understand that the training and development of care agents is key to delivering great customer experiences. That’s why we’ve invested in GenAI to create personalised, interactive training journeys that accelerate time to full productivity, enhance performance, and minimise disruption from change—whether it’s a new product launch or regulatory shift. Our AI-powered L&D platform is pre-trained on telco-specific calling intents and fully configurable with each agent’scall transcript. It’s where telco intelligence meets GenAI power—turning training into a smart, personalised, always-evolving experience. We have consistently seen great results, with clients reporting a 30% reduction in complaints and 7% increase in NPS.

Loyalty takes listening — not just logging.

In telco, customer loyalty is fragile. With switching just a tap away, even a small misstep can drive someone to a competitor. And yet too often, agents are bogged down in workflows or scrambling for insights — with little space to offer the kind of care that builds trust.

What’s changing: 
At VOIS, working with our CCaaS partners we have created our own “SuperAgent, designed to free our care agents from repetitive tasks and let them focus on what really matters: solving complex, multilayered customer issues. Built on Microsoft Azure’s OpenAI suite and tailored specifically for telecoms, SuperAgent is a proven, multilingual (15 languages) Agent Assist solution. The results? Faster resolutions, more personalised service, and a smarter, more empowered workforce.

So, What Now?

At VOIS, our mature global contact centres harness cutting-edge GenAI technologies to empower universal human agents, delivering unparalleled customer query resolution and exceptional customer experience. With 13 delivery hubs and support in over 10 local languages, we enable you to serve customers brilliantly at scale—wherever they are. Using our deep expertise and experience across the global Vodafone footprint we now partner with telecom providers of any size to deliver flexible, end-toend solutions to better meet the evolving needs of your customers and accelerate the growth of your business.

Get in touch if you would like to find out moreContact us

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