- Industries
Telco CX with
Right-Shored,
AI-Ready Talent
Telecom brands choose Nakama Tech when they need stable, scalable CX that holds quality under pressure, accelerates resolution, and protects customer trust across complex network services.
From high-volume support and tech troubleshooting to billing accuracy and fraud prevention, we operate as a right-shored extension of your business and brand.
CX Challenges
for Telcos
Telco demand never moves in straight lines — it surges with network outages, product launches, billing cycles, and seasonal usage.
Most providers simply can’t hold quality when the volume curve shifts.
Our teams are trained for high-pressure environments, supported by real-time WFM, speech analytics, and supervisor coaching.
That means service levels stay steady, tone stays consistent, and customers don’t feel the strain — even when your volumes double.
Telco customers want clarity, not callbacks. But long handling times, poor process adherence, and inconsistent coaching create a cycle of frustration that leads straight to churn.
We break that cycle with structured QA, process audits, skill-based routing, and supervisor-led improvement loops informed by speech analytics.
Agents resolve more on the first contact, give cleaner answers, and keep customers from defecting in moments of stress.
Telco fraud hits hard — SIM swaps, identity fraud, suspicious activity, and unauthorised usage can escalate fast if not caught early.
Many BPOs lack telecom-specific fraud frameworks and rely on generic checklists.
Nakama’s fraud operations are built to support telecom and BFSI environments, combining document checks, behavioural flags, and exception reviews.
Your customers feel safer, and your risk teams get cleaner, more actionable data.
Nothing damages a telco’s brand like billing inaccuracies. Most billing disputes aren’t complex — they’re operational.
Errors in reconciliation, adjustments, data entry, and ticket handling create downstream frustration and repeat contacts.
Our back-office and billing teams specialise in accuracy at scale, supported by dashboards, QA checks, and audit trails so you can trust every update.
Customers get faster resolutions, and your internal teams stop fighting fires.
Telcos grow in bursts: network rollouts, fibre expansions, promotional pushes, onboarding spikes. If your BPO can’t scale on demand, you’re left with queues, churn, and operational chaos.
Our Kenya Centre of Excellence supports rapid, predictable scaling up to 2,500 seats with redundancy, compliance certifications, and a deep talent pool.
When your business grows, we grow with you — without disruption.
What We Deliver
Our Differentiators
in Telco CX
Real-time speech and voice analytics improve tone, accuracy, and resolution quality.
Low attrition and strong coaching deliver workforce stability.
Multichannel support built for telco flows into one seamless customer experience.
Telecom-ready fraud and security controls protect customers and reduce risk.
Right-shored talent with near-native clarity improves trust and CX delivery.
Transparent reporting and dashboards give you total visibility over performance.
Featured Case Study: Wananchi Group
Transforming Telco CX From a Cost Centre to a Loyalty Engine
Wananchi Group — operator of Zuku TV and Zuku Fiber — was facing rising churn, long wait times, service instability, and inconsistent technical support across Kenya, Uganda, Tanzania, Zambia, Malawi, and the UAE.
High volumes of technical issues, billing disputes, and outage-related calls strained their internal teams and eroded customer trust.
Partnering with Nakama Tech enabled Wananchi to stabilise operations, scale intelligently, and deliver faster, more reliable CX across all touchpoints.
What We Delivered
- 200-agent telco support centre (24/7t
- A delivery model split across customer support, technical troubleshooting, and retention, reducing cross-skill leakage and repeat handling
- Tiered escalation design that resolved common fibre, device, and connectivity issues at Tier 1–2 before reaching engineering support
- Outage-response playbooks activated during network incidents, with pre-approved messaging
- Retention and win-back workflows triggered at key churn-risk moments
Why This Matters
Nakama Tech stabilised this high-volume telco environment by blending right-shored CX talent, strong coaching, disciplined QA, real-time reporting, and multichannel integration.
The result is faster resolutions, fewer repeat contacts, lower operational cost — and customers who stay longer.
Results at a Glance
Reduction in Overhead Costs
Lower HR, training, and operational burden for Wananchi.
Increase in Customer Retention
Improvement in First Contact Resolution
Faster Response Times
“Nakama Tech helped us elevate the customer experience. With their support, we’ve achieved a consistent, multichannel presence that meets our growing customer needs in real-time.”-
CX Manager
"Upshift's tailored SEO plan not only boosted our online visibility but also significantly improved our customer engagement. Their professional approach and consistent follow-through ensured we reached our goals. Highly commend their services!"
David Tran
"With Upshift's expert guidance, our search engine rankings soared, and our sales increased dramatically. Their commitment to excellence and customized solutions truly set them apart. We’re extremely satisfied with their work!"
Allie Watkins
Frequently
Asked
Questions
Do you support Tier 1 and Tier 2 technical support?
Can you integrate with our existing telecom systems?
How do you ensure SLA discipline?
How quickly can you scale?
Do you support fraud and identity verification?
When networks are under pressure, CX can’t be.
Let’s build a telco-ready CX operation that scales with demand, protects service quality, and keeps customers loyal.
