Customer experience in telco and BPO: how to improve efficiency without losing the human touch

In an increasingly challenging environment, the telecommunications sector faces a complex dilemma: how to grow without compromising service quality. Profitability no longer depends solely on reducing costs or acquiring more customers. It now relies on turning customer experience in telecommunications and business process outsourcing (BPO) into a real competitive advantage.

According to the PwC Global Telecom Outlook 2024-2028 report, the sector’s projected annual growth will barely reach 2,9 %, placing it below the expected inflation rate. In many markets, telecommunications services are already seen as a commodity. This makes it difficult to raise prices and calls for new ways to create value.

This is where a strong customer experience strategy in telecommunications comes into play. It makes it possible to attract more customers with fewer resources, build loyalty intelligently, and turn the contact center into a value generator. In this context, conversational AI can be a powerful ally for taking the first step toward a faster and more human experience.

These are the three key levers:

1. Attract better: focus on lead quality, not just quantity

Average revenue per user (ARPU) has dropped by 21 percent globally over the past seven years. This challenges telecommunications companies and the business process outsourcing providers that support them to be more effective in how they attract customers. It is not only about generating more leads, but also about identifying those with the highest conversion potential.

How does it work?

Solutions such as Inagent make it possible to automate key processes of your lead generation campaigns, turning time-consuming tasks into streamlined, efficient processes:

• Launch outbound multichannel campaigns that combine voice, WhatsApp, email and SMS.
• Run Click-to-Call strategies to connect with leads instantly, with no waiting time.
• Automatically prequalify prospects by verifying that they meet basic requirements.
• Transfer the most promising leads seamlessly to human agents, who can close the sale quickly and with full context.

In addition, these AI agents for telco and BPO are connected to the company’s knowledge bases. This allows them to answer questions, explain benefits and build trust in real time. All of this serves a single purpose: to increase conversion rates without driving up operational costs.

2. Boost loyalty withsmart solutions: lower churn, grow your revenue

Retaining a customer is up to five times more profitable than acquiring a new one. However, sending a satisfaction survey is not enough. It is essential to act before the customer decides to leave.

Customer experience in telco must be proactive and anticipate needs. In this area, AI agents also play a key role:

• They serve as the firstpoint of contact for technical issues, billing or service problems, resolving the most common cases automatically.
• If the issue iscomplex, they escalate it to a human agent along with all the collected information, which shortens response times and improves the customer’s perception.
• They detect negative emotions during the interaction, such as frustration or anger, and can trigger alerts for a supervisor to intervene before it is too late.
• They automate the scheduling of technical visits and send reminders, helping to reduce cancellations and optimize technicians’ agendas.
• They reach out to satisfied customers to offer upgrades or complementary services, creating Cross selling and up selling opportunities in a natural way.

The result is more satisfied customers, greater loyalty and higher lifetime value.

3. Transform the contact center: from cost to value

When profitability is discussed in telco, the focus is often placed only on increasing revenue. However, there is another equally important aspect: doing more with less, without compromising service quality.

This is where Inagent stands out from the rest:

• Flexible scalability: more artificial intelligence agents can be activated during periods of high demand, such as campaigns, service outages or product launches, and reduced during quieter periods, without the need to hire or train additional staff.
• ‍Fast deployment: Inagent is trained using natural language, with no programming required, and can be up and running in just a few days.
• Automated collections: it manages payment reminders by voice or text in a persistent yet respectful way.
• Synchronization with internal systems: each interaction is automatically recorded in the CRM.
• Real-time supervision: with dashboards such as AI Signals, supervisors can monitor the performance

This type of automation not only reduces costs. It also improves efficiency, eliminates human error and enables scalable growth without losing quality.

Agentic AI: the new generation of artificial intelligence

All of this is possible thanks to a key technological evolution: Agentic AI. These are systems that not only understand, but also decide and act on their own. They do so with empathy, in multiple languages and channels, and are fully integrated into the company’s digital ecosystem.

Inagent is a clear example of this new generation of AI agents:

• True omnichannel experience: a single configuration to operate across all channels, including WhatsApp, voice, web chat, social media and email.
• Personalized empathy: more than 200 languages and regional variants, with expressions and tone adapted to the audience.
• Full connectivity: integrates via API with any system, including CRMs, contact centers and management platforms.

And most importantly, it is not a traditional bot. It is an all-in-one solution, designed from the ground up to deliver value from the very first interaction.

Customer experience in telecommunications: change is already underway

The telecommunications companies leading the way are not necessarily the ones that invest the most, but the ones that invest more wisely. That begins with a professionalized customer experience strategy supported by technologies that truly make a difference.

Solutions like Inagent make it possible to grow profitably, retain customers intelligently and operate efficiently without compromising service level. Now is the time to move away from the traditional contact center model and embrace a more agile, connected and human approach.

Would you like your customers to experience this too? Discover everything Inagent can do for your company. Request a demo here.