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+20-year partnership with Canada’s leading telco connects millions
Since 2001, Foundever has partnered with one of Canada’s largest telecommunication companies to deliver reliable and efficient support for millions of subscribers.
Over time, this strategic partnership has expanded to support multiple lines of business and hundreds of full-time employees. From day one, we've been their partner in growth.
Lines of business
- Prepaid support: Wireless customer care and billing
- Postpaid support: Wireless, cable and fiber customer care, billing and retention
- Residential services: Technical support for residential cable and fiber connectivity
Industry
TelecomsChannels
Voice, email, chat, back officeLanguage
English, French Canadian
The goal
A top Canadian telco provider needed a BPO partner to help launch a new brand, serve customers in their channel of choice and support this new business venture. After years of supporting their core services, they knew that Foundever was the right choice. Here’s how we helped them in this exciting next chapter.
The challenge
Our client wanted to expand their core offerings into a new prepaid market segment by launching a brand targeting customers looking for affordable telco services. This required a turnkey solution powered entirely by Foundever’s engine, while they maintained a hands-off approach.
With the expanding telco market in Canada, we knew that customer loyalty was key, making every interaction critical. They needed a partner to grow alongside them and scale operations efficiently.
The solution
As the prepaid mobile brand's sole customer support provider, we had to exceed their customers' expectations. Starting with two brick-and-mortar locations to get the upcoming brand running, we soon expanded virtually with remote recruiting across Canada. It was during these first years that we optimized their CX strategy.
Our approach included foundational components to their operation, such as:
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Building agent training from scratch and improving it consistently
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Designing and raising CX tech infrastructure within our ecosystem
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Utilizing their data to develop all aspects of their workforce strategy
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Providing direct input into policy, procedure and marketing insight
To reinforce our partnership, when the client initially believed a young student demographic would be their primary customer base, we discovered it was inaccurate, threatening growth.
As part of our call listening cadence, we gathered vital agent feedback for deep customer insights. This critical analysis found that the interest demographic in their products was, in fact, newcomers to Canada, not students.
Empowered with a renewed perspective on their market, agents provided personalized support to grow the brand's subscriber base and increase customer satisfaction. This insight built the foundation for future brand loyalty and repeat purchases.
The results
Fast-forward to 2024, and our decades-long partnership thrives with the same entrepreneurial spirit. What started as a small temporary operation continues to grow with Foundever as its trusted BPO partner. Our strategic partnership helped the client differentiate their services and stand out from the competition, setting the standards for Canada’s telco industry.
0 to 1M
subscribers for prepaid wireless
brand within 8 years
+250
employees from two
small teams of 15
#1
Canada prepaid
mobile provider
