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Case Study: Wireless Solutions

Industry: Wireless

Focus:    Customer Base Marketing and Retention

One of North America's largest telecommunications companies chose One Touch Direct to provide service for their valued customers. OTD operations and programs were developed to support the base, retain more customers and drive increased revenue all while maintaining national quality award status.


  • Drive down churn, increase revenue and customer satisfaction within the customer base of a leading wireless carrier in the inbound and outbound channels
  • Maintain J.D. Power award levels as best in class service organization
  • Work with customer care, marketing and service teams.
  • Speed to market requirements included six weeks of agent training and a six week timeline to launch


  • OTD designed a customized, dedicated solution to support Carriers efforts, managing to aggressive service levels on the inbound side and maximizing efficiencies through outbound, ultimately driving down the cost per event.
  • OTD built a customized quality, monitoring and coaching solution to drive customer satisfaction and achieve J.D. Power award service levels
  • OTD integrated with carrier provisioning and support systems
  • OTD tailored a flexible staffing solution to meet the ever changing demands of the competitive marketing environment.


  • OTD programs resulted in reduced churn and cost per transaction.
  • J.D. Power awards retained
  • OTD continues a multi-year relationship with the client and is continuously in the top 10 percent of client’s outsourced centers in terms of quality and performance