Experience
20+ yrs
Two decades of large-scale subscriber CX.
Industry / Telecommunications
Handle massive volume, improve every interaction.
AI absorbs high-volume billing, onboarding and service questions while people own complaints and escalations – cutting repetitive load and improving service quality. Delivered from Ghana (GMT+0) for real-time coverage at scale.
Where operations start to strain
Volume spike
Call volumes overwhelm the floor
Billing, onboarding and support calls arrive faster than agents can handle.
Response delay
Billing disputes clog the queue
Repetitive billing questions slow resolution for everyone.
Escalation load
Complaints escalate fast
Frustrated subscribers need careful handling to avoid churn.
Cost pressure
Operational inefficiency adds cost
Manual provisioning and routing waste agent time.
How eSAL changes the operating model
AI agents handle the volume across channels. Trained eSAL specialists own the exceptions, escalations and judgment calls. Governance measures every outcome.
Agentic AI at scale
AI agents reason, route and resolve across channels – handling volume, routine queries, lookups and CRM updates so operations scale without adding headcount.
- Billing & plan questions
- Onboarding & activation help
- Routine service status
Specialists on judgment and escalations
Trained eSAL specialists handle exceptions, escalations and high-value conversations – the moments where judgment, empathy and accountability decide the outcome.
- Complaints & frustrated customers
- Technical escalations
- Sensitive retention cases
Governance measures outcomes
Every workflow is tracked on speed, quality, cost and compliance, so gains are proven and controlled – not assumed.
- Resolution-speed tracking
- Call-reduction metrics
- Customer-experience scores
From subscriber issue to resolution
Pick a workflow to see how an eSAL specialist runs it end-to-end: trained people own the conversation and the outcome; AI handles the prep, lookups and wrap-up in the background.
- 01
Subscriber asks about a bill
AI-resolvedRoutine billing and plan questions are answered at scale.
- 02
Query is classified
AI-routedCharges, disputes and plan changes are separated.
- 03
A dispute goes to an agent
Human-reviewedBilling disputes and judgment cases get a person.
- 04
Quality is measured
MeasuredResolution time and repeat-contact rate are tracked.
Outcomes
Faster responseFewer repeat callsMeasured quality
Built for Telecommunications operations
Billing inquiries
High-volume billing and plan questions resolved at scale.
- Bill explanation and disputes
- Plan changes and upgrades
- Payment arrangements
Onboarding support
Activation and setup help that gets subscribers connected fast.
- SIM activation and porting
- Device setup walkthroughs
- Welcome calls and follow-ups
Service complaints
Complaints handled with the care needed to protect retention.
- First-response on outages
- Service-quality complaints
- Retention-aware resolution paths
Provisioning support
Coordination of provisioning and service-change workflows.
- New-line and number-port orders
- Plan and add-on changes
- Equipment-shipment tracking
Technical escalation
Complex technical issues routed to the right specialist team.
- Network and connectivity triage
- Tier-2 specialist handoffs
- Field-dispatch coordination
High-volume support
Always-on capacity for peaks in subscriber demand.
- Campaign and promo surges
- Seasonal-renewal windows
- Outage-event response capacity
Operating credibility, not just automation
Quality
95%+ QA
Quality-assured handling across billing, provisioning and complaints.
Scale
Millions of subscribers
Experience supporting telecom CX for millions of subscribers.
Security and compliance built into the model
Subscriber data is handled against global telecom and privacy standards.
GDPR
- Telecom data standards
- Secure infrastructure
Start with a focused pilot
Pick one high-volume workflow. Measure speed, quality, cost, and escalation performance over 1–3 months.
Start a 1–3 Month Pilot