Context
A telecom provider operating multi-product consumer plans needed to improve support consistency across account care and technical troubleshooting queues.
Challenge
The client faced repeat contacts driven by incomplete first-touch troubleshooting and inconsistent escalation triggers.
Core issues included:
- Wide variation in troubleshooting depth by agent cohort.
- Repeat inbound calls for unresolved technical issues.
- Slow escalation movement between front-line support and specialist teams.
- Limited visibility into root causes behind repeat contact patterns.
Red Shore Solution
Red Shore Solutions implemented an operations modernization initiative:
- Standardized tiered troubleshooting paths by issue family.
- Defined escalation criteria with severity, dependency, and SLA mapping.
- Introduced call-quality calibration sessions with team leaders.
- Implemented targeted coaching plans for high-repeat-contact profiles.
- Added structured review of escalation aging and ownership transitions.
Operational Model Improvements
The new management rhythm focused on sustainable control:
- Weekly FCR and repeat-call diagnostics by queue and issue category.
- Escalation transfer quality review with specialist teams.
- QA trend analysis feeding monthly process updates.
- Continuous update loop for scripts and troubleshooting guides.
Outcomes
Within two operating cycles, the client achieved measurable gains:
- First-contact resolution improved by 19%.
- Repeat-call rate reduced by 23%.
- Escalation resolution time reduced from 72 to 38 hours.
The telecom provider extended the model to additional service lines and incorporated it into manager onboarding.