Care
2026
Customer Experience , Customer Care , Resolution Speed , Customer Retention , Operational Efficiency, GenAI
Create the future, Earn Customer loyalty
We created new hubs in Albania and Malaga, making them a place for new skill profiles. We established a trading model, processes, operations, and new EVO company codes. We created brand-new companies in new geographies while establishing and constructing building blocks that will continue to unlock immense potential in the coming years.
In January 2023, we partnered with Vodafone UK and implemented the Sales Through Service (STS) project. We empowered our team to address customer needs while promoting sales growth. Our front liners delivered exceptional service and converted successful prospects into satisfied customers. We resolved customer queries with additional benefits such as improved customer experience, revenue generation for the business, and personal empowerment for the agents.
We developed an online platform for our customers and back-office team, an automated order assurance journey, and an integrated inventory view. This cloud-based platform supported continuous improvement through an agile delivery model.
The best customer care is seamless; customers don’t notice it; they simply move forward, satisfied. Different moments, different channels, but the same expectation. Delivering at scale across millions of interactions across many channels and in varied markets is complex. Seamless customer care relies on shared data, platforms, and expertise across markets, languages, and time zones. While customers may not see this behind-the-scenes work, they always benefit from it. As highlighted by McKinsey, customer journeys today span multiple channels and touchpoints, and organisations that manage the full experience, not just individual interactions, outperform those that don’t. VOIS makes a difference by enabling organisations to deliver care that is smarter, faster, and seamless. Because when you’re delivering over 24 million interactions a year, across multiple channels and markets, true consistency isn’t just a goal, it’s a capability VOIS brings to life.
Customer Care builds trust. Now, trust is earned or lost quickly, across every channel. Three key pressures drive this change: • Rising customer expectations for personal and instant service • Demand for speed, quality, and consistency all at once • Increasing complexity as customers switch channels easily, while operations often struggle to keep up Customers want continuity, smooth problem-solving, and recognition across channels; they don’t think in “channels”; they think in outcomes. Meeting these needs is what separates Customer Care leaders from everyone else. Research from Forrester shows that organisations investing in omnichannel intelligence and connected customer experiences see improvements in consistency, customer understanding, and long-term value. Which brings us to the real question: If expectations have changed this much, why do so many service models still feel fragmented?
Traditional models were built for a time when support channels were few, questions were simple, and data was easy to track. Back then, success meant handling calls quickly, not focusing on the quality of the customer’s experience. Old methods treat care as separate moments, forcing customers to repeat themselves and get inconsistent service. Automation on disconnected systems speeds things up, but it doesn't make them better. Customers move through menus and bots, then reach an agent without context. The result isn’t just inefficiency, its frustration, for both customers and agents. Given this context, if the old model can’t deliver what customers expect, what does the new model look like?
Given these limitations, Intelligent Customer Care requires moving from basic support to shared intelligence. The goal isn’t just solving issues; it’s creating continuity. This means using a new model based on shared data, platforms, expertise, and accountability. This is the model VOIS has built and scaled for over 20 years, evolving from shared services into one of the largest shared operations organisations in telecoms, with over 35,000 people and delivering more than €2 billion in value. This demonstrates what leadership looks like at scale. This approach uses: • Unified data as a single source of truth • Shared platforms that work across markets • Common expertise through playbooks and best practices • Shared accountability, measuring results by both customer and business impact Industry studies also show that organisations using integrated, omnichannel platforms can improve resolution speed, customer retention, and operational efficiency, reinforcing the value of shared systems and data. In practice, this means a solution developed in one market can be deployed globally without starting from scratch, maintaining the same level of quality and consistency. This approach shifts from supporting to shaping customers' experiences, delivering speed, consistency, and a human touch.
At VOIS, we see every customer interaction as a moment of truth, a chance to earn trust, build loyalty, and deliver the seamless, intelligent care customers expect. This is brought to life through real, scaled solutions. For example: • SuperTOBi, powered by generative AI, now supports customers across 8 countries and handles around 1.5 million conversations every month, resolving more complex queries while improving the experience. • The Atlas Programme transformed Vodafone’s CRM ecosystem, automating over 10,000 test cases, reducing testing cycles by 40% and eliminating 98% of manual testing, now supporting over 11,000 agents serving 33 million customers. With the right strategy, technology, and operational excellence, VOIS helps organisations deliver care that is both scalable and effortless. As expectations grow, VOIS ensures customer care remains seamless and consistent, even as it expands. Through initiatives like the VOIS Agentic Lab, we are rethinking how problems are solved, starting from customer outcomes and rapidly designing, testing, and scaling solutions that combine business needs with AI-driven capabilities. Because great customer care isn’t built in silos, it’s built through connection. It’s the difference between a one-off transaction and a relationship that lasts. And that’s what “sharing is caring” means in customer care: sharing data, sharing platforms, and sharing expertise, so customers feel one continuous, connected experience.
