Achieving "Number One Partner" Status for the World's Largest Telecom and Media Company

For voice, email, and chat on an extraordinary scale, the world’s largest telecommunications and media company turned to VXI in 1998. From onshore, nearshore, and offshore, VXI delivers customer care, retention and win-back, technical support, sales, and application processing services via 5,000+ agents working in seven languages.  

At every phase of the customer lifecycle, VXI optimizes processes and performance, and trains agents to educate and authentically engage with customers. In addition to gaining stellar support from VXI, the client has received accolades from clients and internal partners. 

What You’ll Learn

• Cost-saving is not always the goal: Some clients want a premium CX to drive sales for premium offerings.
• T-Sim tackles complexity: Training simulators make big menus of offerings more digestible to staff.
• Use tech for scale: VXI training simulator, talent matching, and QA software work even for VIP programs.
• Team feedback improves quality: Agents themselves are often the best source of improvement ideas.