A leading national mobile carrier was rapidly expanding, but with growth came a surge in complex technical support demands. The company faced a critical challenge: how to scale Level 2 and Level 3 technical support without increasing costs or sacrificing service quality.
Traditional recruitment models couldn’t keep pace. Finding highly skilled engineers with expertise in Salesforce, AWS, and telecom infrastructure took months, and U.S.-based salaries averaging $220,000 per year made large-scale hiring unsustainable.
To overcome these hurdles, the carrier partnered with VoiceTeam, a nearshore CX and tech support leader, known for:
By combining cutting-edge technology, a strategic approach to talent development, and a human-first service model, VoiceTeam quickly strengthened its technical staffing capabilities, ensuring seamless, cost-effective solutions without compromising quality or customer satisfaction.
As the carrier’s customer base expanded, its technical support infrastructure struggled to keep up. The company needed:
VoiceTeam’s structured, agile approach ensured minimal downtime and maximum operational efficiency.
The carrier scaled its L2/L3 support seamlessly, reducing hiring costs, improving efficiency, and enhancing CX—all while maintaining cost controls.
By leveraging AI-powered recruitment, nearshore expertise, and human-first service, VoiceTeam helped the carrier achieve cost-effective scalability without sacrificing quality.
As the telecom industry evolves, VoiceTeam continues to provide:
At VoiceTeam, we don’t just fill roles—we build relationships. Our “Welcoming Care” approach ensures your technical support isn’t just scalable, but empathetic, efficient, and seamlessly integrated with your brand.
Let’s craft a CX and tech support strategy that grows with you—without sacrificing quality, culture, or care.
