Telecom, Media and Technology
Reimagine customer experience for the next-gen TMT landscape
Reduce churn, cut costs, and drive growth
Telecom, Media, and Technology (TMT) providers are facing mounting CX challenges. The transition from satellite TV to broadband and digital services is gaining momentum, while new regulations like one-touch switching are ramping up competitive pressure.Â
Meanwhile, operational inefficiencies such as misrouted calls, repeat contacts, and incorrect resolutions are driving up service costs and undermining customer satisfaction. At the same time, expectations for seamless, AI-powered, omnichannel experiences continue to accelerate. To stay competitive, providers must optimise journeys and boost sales through service, transforming service centers into engines of growth.
That’s where we come in. With our strategically located hub in Bulgaria, we provide tailored customer experience and back-office solutions designed specifically for TMT businesses. By combining deep industry expertise, operational excellence, and the benefits of nearshore delivery, we help clients boost key performance metrics while also reducing service credits. Our digital-first approach, coupled with human capabilities, focuses on enhancing the entire customer journey to deliver measurable business impact.
#ResultsMatter
Proven results delivered over 12 months for a leading British broadcaster and TV provider
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300%
Growth
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12.5%
Improvement in NPS
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99%
FTR - up from 94%
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4%
Improvement in STS
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10%
Reduction in agent attrition
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40%
Improvement in delivery adherence
Our comprehensive services
Flexible, high-performing 24/7 support
Our multi-skilled customer support delivers 24/7 service with performance on par or better than in-house teams across key metrics like NPS, FTR, and AHT. We also offer the flexibility to scale operations up or down as needed, all at a lower cost.
Specialised technical support for engineers
By collaborating closely with engineers and customer service teams, our Tier 2 support accelerates issue resolution and improves first-time fix rates addressing system gaps and enhancing the end-to-end customer journey.
Sales & revenue enablement
We drive growth through Sales-through-Service (STS) and upsell strategies that lower service costs, reduce churn, and keep customers in-term, turning every interaction into a revenue opportunity.
How we do it
We blend automation, AI and analytics with skilled talent, proven processes, and deep industry expertise, streamlining end-to-end customer journeys and reducing cost-to-serve.
Strategic engagement hub
Our EMEA delivery center in Bulgaria offers access to a highly educated, motivated talent pool, ensures compliance with EU regulations, and delivers cost-effective operations.
Deep technical expertise
Built on deep industry and client-specific expertise, our team excels at handling provisioning, technical support, and upselling. We proactively identify broken journeys and process gaps, delivering actionable recommendations that enhance efficiency and customer satisfaction.
Multiskilled talent
Our agents are cross trained across complaints, provisioning, order recovery, billing, and technical/customer support for both legacy TV and IPTV, as well as broadband (ADSL to FTTP). We resolve most queries without transfers - boosting efficiency, reducing costs, and enhancing CX.
Agile engagement models
We offer flexible delivery models with the ability to scale and adapt quickly. Our fully in-house operational leadership ensures faster deployment and alignment with client-specific needs.
Customer-centric culture
Customer experience and shared success lie at the heart of our approach–we focus on building long-term partnerships, not just delivering transactional services.
Driving impact at scale
For a Leading British Broadcaster and TV Provider
Discover how we achieved 300% growth while elevating CX across key metrics, earning a spot in the client’s Hall of Fame as a Community Champion.
Why partner with ResultsCX
We’re more than just a service provider—we’re a strategic, trusted partner focused on driving long-term impact. What sets us apart is the combination of agility, innovation, and industry expertise. Our client relationships are built on transparency and trust, with timely advisory support that improves workflows, tools, and outcomes.
End-to-end operational ownership
We take full accountability for critical processes - from SOP creation and CRM testing to escalation handling, knowledge base management, and account maintenance. Our team ensures seamless, efficient service delivery at every touchpoint.
Omnichannel support
We go beyond traditional channels, managing customer interactions across phone, email, chat, social media, and SMS. This ensures a truly connected experience.
Robust processes, built from the ground up
We design and implement core processes like scheduling, hiring, and training from scratch, becoming the go-to experts with unmatched domain and business insight.
Tenured team with proven performance
With an average tenure of 6 years, our team brings stability, loyalty, and a steep learning curve. We operate with minimal ramp-up time, meet aggressive deadlines, and consistently deliver high-quality results under pressure.
Flexible, agile workforce
We dynamically shift skills and resources in response to changing guidelines, priorities, and project scopes—ensuring we stay aligned with your evolving needs without compromising quality.
Insightful reporting
We provide data-driven reports that help identify trends, uncover root causes, and highlight opportunities to enhance performance and customer satisfaction.
Relentless focus on quality
We own the QA process entirely. Our commitment to accuracy, consistency, and improvement eliminates the need for external checks, giving our clients full confidence in our delivery.
Discover new ideas, insights & solutions
Whitepaper
September 2, 2024
Transform Your Customer Experience, Act Now!
