Telecommunications — Industry Details & Case Study

Telecom Operators, Fiber ISPs & MVNO Subscriber Operations

Mobile network operators (MNOs), MVNOs, and Fiber-to-the-Home (FTTH) internet providers handle massive daily contact volumes where every second of hold time impacts subscriber churn. Nexovia provides high-resilience, 24/7 multilingual subscriber operations engineered for telecom scale.

Our technical and commercial specialists manage the entire subscriber lifecycle: from digital KYC onboarding, number portability (MNP), and fiber installation scheduling to Tier-1/Tier-2 router diagnostics, billing dispute resolution, and proactive contract renewal.

NEXOVIA · SECTOR POD

Telecom Operators, Fiber ISPs & MVNO Subscriber Operations

Target SLA 98.9% Network Desk SLA

Industry Vertical Telecommunications

Target SLA 98.9% Network Desk SLA

Operational Coverage 24/7 NOC & Subscriber Care

Telecommunications · BPO Blueprint

Telecom Subscriber Care, FTTH Provisioning & Tier-1/Tier-2 NOC Blueprint

Engineered for high-volume MNOs, MVNOs, and Fiber ISPs with direct OSS/BSS and remote router diagnostic integration:

Delivery Model High-Volume 24/7 Tiered Operations (Tier 1 / Tier 2 / Retention)

Active Channels Inbound/Outbound Voice, Telco App Chat, WhatsApp, Self-Care Escalation

Supported Languages FR, EN, AR, DE, ES

Security & Governance ISO/IEC 27001:2022, GDPR, Telecom Regulatory SLA Standards

SYS-WORKFLOW // 01 Tier 1/2 Tech

Tier-1 & Tier-2 Technical Helpdesk (FTTH Fiber, 5G/LTE, VoIP, Router Diagnostics & Line Reset).

SYS-WORKFLOW // 02 FTTH Dispatch

Subscriber Onboarding, SIM Activation, Number Portability (MNP) & Field Technician Dispatch.

SYS-WORKFLOW // 03 ARPU Upsell

Billing Explanations, Plan Upgrades (ARPU Expansion) & Bundled Service Cross-Selling.

SYS-WORKFLOW // 04 Anti-Churn Pod

Dedicated Anti-Churn & Win-Back Desks Powered by Predictive Retention Offers.

SYS-WORKFLOW // 05 24/7 Outage Desk

24/7 Outage Communication Management & Proactive Mass-Incident Triage.

SYS-WORKFLOW // 06 B2B Telco SLA

B2B Enterprise Telecom Account Support & Dedicated SLA Escalation Desk.

Measurable Impact on Technical FCR, Truck-Roll Reduction & Subscriber Retention

Our telecom pods consistently lift First Contact Resolution (FCR) above 84.5% on technical inquiries, eliminating unnecessary field technician dispatches ("truck rolls") and reducing operational cost per subscriber.

Meanwhile, our retention and ARPU-growth squads convert inbound billing inquiries into mobile-plus-fiber bundle upgrades.

84.5% Technical First Contact Resolution (FCR)

-22% Reduction in Subscriber Churn Rate

+19% ARPU Upsell & Bundle Conversion