Broadband provider grows voice and chat NPS by up to 54% while cutting handle time by 17% through data-led process improvements

Voice and chat support from Foundever began small: a 10-agent pilot for a U.S. broadband provider, with NPS set as the primary measure of success from day one. As the operation proved itself, it scaled into a 70-FTE team, expanding coverage while keeping faster issue resolution and stronger cross-sell across products and services as the core priorities behind every interaction.

The team had already hit and surpassed the client’s original NPS target, but that success created a different kind of challenge. Rather than chasing a number, the question became how to keep improving an operation that was already performing well, especially when many of the remaining friction points (delayed billing postings, chat session drops and inconsistent field technician processes) weren’t things agents could fix through better call handling alone. Solving them would mean going beyond agent performance and into the systems and processes behind the interaction.