Sequential Tech
  • Home
  • Company
  • Services
  • Who We Serve
  • AI Products
  • Locations
  • Insights
  • Home
  • Company
  • Services
  • Who We Serve
  • AI Products
  • Locations
  • Insights
Get A Quote

Activations & Onboarding · FCC Compliance

40% Faster Voice Ports and FCC-Compliant Service After Acquisitions

Acquisitions left a patchwork of manual porting and helpdesk processes that missed FCC intervals and drove escalations. Sequential Tech introduced automation and SMEs to restore compliant, faster porting.

Client: Multi-brand telecom operator post-acquisition (named under NDA)

40% faster ports, 30% fewer escalations

40%
Faster ports

30%
Fewer escalations

25%
CSAT uplift

The Challenge

  • ▸Acquisitions left manual, disparate porting and helpdesk processes.
  • ▸Missed FCC intervals on simple ports caused service outages.
  • ▸Escalations surged, dragging down customer satisfaction.

The Sequential Tech Solution

  • ▸Introduced automation technology for streamlined porting workflows.
  • ▸Deployed dedicated SMEs with order-management best practices.
  • ▸Enhanced end-to-end visibility across port-in / port-out tasks.

The Results

  • ▸Reduced porting delays 40%, meeting FCC standards.
  • ▸Cut escalations 30% through faster issue resolution.
  • ▸Improved client satisfaction scores by 25%.

“Missed port intervals aren't just SLA misses — they're regulatory exposure and frustrated customers. Automation plus dedicated SMEs brought the client back inside FCC standards and lifted satisfaction at the same time.”

Ritesh Chakraborty  |  Chief Service Officer, Sequential Tech

Facing a similar challenge in your network operations?

Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.

Talk to an Expert

Disconnects & Grooms · Revenue Assurance

Reclaiming $17M in Annual Savings from Stranded TDM Network Assets

Thousands of TDM disconnects were failing automation and bleeding $2M+ a month in charges for unused circuits. Sequential Tech deployed a specialist grooming team that recovered financial control at scale.

Client: Tier-1 North American operator (named under NDA)

$17M annual savings achieved

$17M+
Annual savings

36,000
Off-net circuits targeted

80%
Off-net charge reduction

The Challenge

  • ▸Thousands of TDM disconnects failed automation, costing $2M+ monthly.
  • ▸Off-net access charges persisted on unused, unbilled circuits.
  • ▸Demand overwhelmed the client's internal ability to reclaim assets.

The Sequential Tech Solution

  • ▸Assembled a blended team proficient in provisioning and grooming — no ramp training required.
  • ▸Targeted 36,000 off-net circuits, processing 9,000 per month over four months.
  • ▸Consulted to pinpoint system breakdowns and focus on immediate financial impact.

The Results

  • ▸Saved $1.5M in Month 1, on a $17M annualized trajectory.
  • ▸Reduced off-net charges 50% in 60 days and 80% within four months.
  • ▸Delivered $17M+ in savings, restoring financial control.

“Stranded TDM assets are silent margin leaks. Our grooming specialists knew exactly where to look — and within the first month we'd already returned a million and a half dollars to the client's bottom line.”

Ritesh Chakraborty  |  Chief Service Officer, Sequential Tech

Facing a similar challenge in your network operations?

Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.

Talk to an Expert

Order Management & Provisioning · Business Continuity

Sustaining SD-WAN Broadband Orders Through a Mid-Pandemic BPO Failure

When a prior BPO's broadband support collapsed during COVID-19, critical SD-WAN orders were at risk. Sequential Tech cross-trained an existing team in 24 hours and took full ownership with zero downtime.

Client: Enterprise connectivity / SD-WAN operator (named under NDA)

100% of orders in 48 hours, zero downtime

24 hrs
To cross-train the team

48 hrs
New-order turnaround

0
Downtime on critical links

The Challenge

  • ▸COVID-19 shutdowns crippled the prior BPO's broadband support.
  • ▸Cable orders for SD-WAN solutions were at risk of failure.
  • ▸The client needed a seamless transition amid global disruption.

The Sequential Tech Solution

  • ▸Cross-trained the existing Ethernet/TDM team within 24 hours.
  • ▸Ramped new resources to handle 24 cable/DSL providers.
  • ▸Took over in-flight orders, scaling to full ownership in 60 days.

The Results

  • ▸Processed 100% of new orders within 48 hours.
  • ▸Assumed all broadband volume with zero downtime.
  • ▸Maintained SD-WAN reliability across critical client links.

“The prior provider went dark mid-pandemic, and these were business-critical links. We cross-trained our team inside a single day and held the line — every new order inside 48 hours, with zero downtime.”

Edwin Bennett  |  Director, Client Delivery, Sequential Tech

Facing a similar challenge in your network operations?

Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.

Talk to an Expert

Order Management & Provisioning · Post-Merger Integration

Zero-Defect Network Integration After a Failed Offshore Transition

When an acquisition collided with a 25% workforce loss and a struggling offshore BPO, disconnect errors spiked to 15%. Sequential Tech absorbed the integration, cleared the backlog, and drove errors to zero in 30 days.

Client: Tier-1 operator following a major network acquisition (named under NDA)

Zero errors, backlog cleared in 30 days

0%
Disconnect errors

30 days
To clear 100% backlog

200+
Hours freed monthly

The Challenge

  • ▸A major acquisition required large-scale network optimization at speed.
  • ▸A 25% workforce loss and contractor phase-out crippled capacity.
  • ▸The incumbent offshore BPO's inexperience drove a 15% disconnect error rate.

The Sequential Tech Solution

  • ▸Nested core Sequential Tech experts onsite for 8 weeks to transfer tacit knowledge.
  • ▸Ramped a blended team skilled in ADTRAN, Cisco, Juniper and more — 30 days ahead of plan.
  • ▸Applied proven order-management best practices for full process visibility.

The Results

  • ▸Cut backlog 50% in 20 days and 100% within 30 days.
  • ▸Dropped disconnect errors to 0% immediately, sustained long-term.
  • ▸Freed 200+ hours monthly for higher-value project work.

“Integration is where most outsourcing relationships break. We treated it as a knowledge-transfer problem, not a staffing problem — nesting our experts onsite so the error rate didn't just improve, it went to zero.”

Debanjan Guha  |  Vice President, Global Service Delivery, Sequential Tech

Facing a similar challenge in your network operations?

Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.

Talk to an Expert

Service Assurance · Broadband / Fiber

Lifting Order-to-Install Conversion 35% with Accurate GPON Site Readiness

Discrepant due dates across systems were triggering GPON order cancellations and eroding customer trust. Sequential Tech synchronized the data and restored reliable, sales-ready due dates.

Client: Large fiber / broadband operator (named under NDA)

35% higher conversion, 50% fewer errors

35%
Higher conversion

50%
Fewer system errors

3 mo
To stabilize data

The Challenge

  • ▸GPON site-availability delays were stalling installs.
  • ▸Discrepant due dates across systems caused order cancellations.
  • ▸Lost sales and weak satisfaction eroded client trust.

The Sequential Tech Solution

  • ▸Supported Capacity Management to synchronize disparate databases.
  • ▸Evaluated site readiness, aligning Construction and Engineering.
  • ▸Communicated accurate status to Product and Sales teams.

The Results

  • ▸Improved order-to-install conversion by 35%.
  • ▸Reduced system inaccuracies by 50% in three months.
  • ▸Restored client confidence with reliable due dates.

“A wrong due date isn't a data problem — it's a cancelled order and a lost customer. Once we synchronized the systems, Sales could finally promise dates they could keep, and conversion followed.”

Edwin Bennett  |  Director, Client Delivery, Sequential Tech

Facing a similar challenge in your network operations?

Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.

Talk to an Expert

Order Management & Provisioning · Wireline / Enterprise

Cutting Ethernet Installation Intervals by 30% for a Tier-1 Operator

A major North American operator was losing revenue to drawn-out quote-to-cash cycles on enterprise Ethernet orders. Sequential Tech built a dedicated coordination layer that compressed install intervals and accelerated revenue recognition.

Client: Tier-1 North American telecom operator (named under NDA)

30% faster installs, smoother delivery

30%
Faster install intervals

40%
Fewer milestone delays

25%
Faster revenue recognition

The Challenge

  • ▸Lengthy quote-to-cash intervals were stalling enterprise Ethernet orders.
  • ▸End-user site-readiness delays repeatedly held up progress.
  • ▸Heavy post-site-walk dependencies on customers caused routine setbacks.

The Sequential Tech Solution

  • ▸Stood up a dedicated Installation Support Specialist team to guide end users through readiness.
  • ▸Acted as the interface between customers and Network Engineering to remove friction.
  • ▸Monitored every milestone, applying years of Ethernet provisioning expertise.

The Results

  • ▸Reduced install intervals by 30% through proactive coordination.
  • ▸Cut milestone delays 40% via vendor and technician collaboration.
  • ▸Accelerated client revenue recognition speed by 25%.

“Ethernet delivery isn't a ticketing exercise — it's a coordination discipline. By owning the milestones between the customer and engineering, we turned a stalled pipeline into predictable, faster revenue for the client.”

Ritesh Chakraborty  |  Chief Service Officer, Sequential Tech

Facing a similar challenge in your network operations?

Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.

Talk to an Expert

Data Center Operations · Cost Optimization

Enabling 15+ Data Center Exits and $10M in Annual Lease Savings

An incumbent provider was burdened by data center lease costs but lacked the expertise to exit facilities cleanly. Sequential Tech ran the migrations end-to-end — with zero migration errors.

Client: Tier-1 operator / incumbent provider (named under NDA)

$10M annual savings, 15+ exits

$10M
Targeted annual savings

15+
Facility exits

0
Migration errors

The Challenge

  • ▸Immense data center lease costs weighed on the operator.
  • ▸Limited internal expertise slowed exits and delayed savings.
  • ▸Third-party access roadblocks stalled migrations.

The Sequential Tech Solution

  • ▸Deployed an offshore team led by onshore experts for scale.
  • ▸Analyzed records to identify underused facilities for exit.
  • ▸Issued disconnects and managed complex legacy voice migrations.

The Results

  • ▸Cut lease costs 20% in six months, targeting $10M yearly.
  • ▸Enabled 15+ facility exits with zero migration errors.
  • ▸Delivered ROI the client's Director described as 'through the roof'.

“Data center exits fail when nobody owns the legacy voice complexity. We paired onshore expertise with offshore scale so the client could exit fifteen-plus facilities without a single migration error.”

Debanjan Guha  |  Vice President, Global Service Delivery, Sequential Tech

Facing a similar challenge in your network operations?

Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.

Talk to an Expert

AI-Augmented CX · Winner · Gold — Best Use of AI (USCXA 2026)

AI That Makes Agents Better: From Mid-Pack to #1 Vendor in One Quarter

For a Fortune-10 US telecom serving 100M+ customers, communication friction — not knowledge — was costing customers. A real-time AI audio layer removed the barrier and left the human agent intact. Winner — Gold for Best Use of AI at the US CX Awards 2026.

Client: Fortune-10 US telecom, 100M+ customers (named under NDA)

Mid-pack → #1 vendor on the panel, in a single quarter

<1%
Communication escalations

72.12%
All-time-high CX score

6.5%
Account revenue growth

The Challenge

  • ▸15% of audited detractors cited language barriers; 13% cited clarity.
  • ▸Average handle time had inflated 22% over Oct–Nov 2025.
  • ▸Agents passed QA on product knowledge but lost customers in delivery.

The Sequential Tech Solution

  • ▸Deployed Accent Harmonizer — real-time AI audio enhancement — directly on agent desktops, with no telephony re-architecture.
  • ▸Added noise cancellation, structured human-AI coaching, and real-time WFM governance.
  • ▸Ran a client-approved POC to full go-live in under 90 days, with daily QA loops.

The Results

  • ▸Communication escalations fell to under 1%, from a 15% detractor baseline.
  • ▸AHT reduced 13% in Retention; CX score hit an all-time high of 72.12%.
  • ▸Ranked #1 across all LOBs — the only partner eligible for added volume — driving 6.5% account revenue growth.

“Most entries show AI talking to customers. Ours shows AI making humans better at talking to customers. We removed the friction that stopped skilled agents performing — and moved from mid-pack to number one in a quarter.”

Andrew Wilmott  |  President, Sequential Tech

Facing a similar challenge in your network operations?

Sequential Tech, A Fusion CX Company, delivers telecom BPO and deep-network operations across 40+ locations worldwide.

Talk to an Expert

Case Study

Telecommunications & Media  ·  B2C Sales

Doubling the sales conversion target and scaling to 300+ FTEs for a leading US telecom & media provider

Outperforming every other nearshore vendor and doubling the conversion target within four months of launch.

Client Profile

Industry

Telecommunications

Program Type

Sales — Inbound & Outbound

Segments Served

B2C residential subscribers

Service Lines

Cable, Internet & Media Services

Delivery Centers

Multiple nearshore locations

Engagement Scope

4-month ramp to 300+ FTEs

Cable & Internet
·
Media Services
·
Telecommunications

One of the largest telecommunications and media companies in the US, renowned for cable and internet services delivered to millions of households nationwide. Committed to high-quality service, the provider continually seeks strategic partnerships to strengthen operational efficiency and sales performance across its subscriber base.

The sales program covered both inbound and outbound flows: converting new prospects, driving cross-sell and upsell across existing accounts, and protecting customer experience on every interaction. Within four months, Sequential Tech outperformed all other nearshore vendors — earning approval to scale to more than 300 FTEs.

30%
Sales Conversion Rate
Doubled the 15% target
23%
Cross-Sell / Upsell Ratio
Exceeded the 20% target
94%
Customer Satisfaction (CSAT)
Paired with an NPS of 52
2.8%
Call Abandonment Rate
Held well within the target threshold

The challenges

What was holding the program back

The sales teams handled high daily volumes across inbound and outbound channels — but the existing delivery model was limiting conversion, inflating costs, and holding critical KPIs below target.

Sales underperformance and inconsistent KPIs

Sales underperformance and inconsistent KPIs

Sales targets were not being consistently met across the program. Conversion tracked below the 15% benchmark, and cross-sell and upsell opportunities were routinely left on the table.

The previous setup also struggled to hit critical KPIs reliably from month to month — limiting sustained performance improvement rather than compounding it.

High costs and limited geo flexibility

High operational costs and limited geo-flexibility

The existing delivery model didn’t optimize costs effectively, weighing on overall program efficiency and making every incremental sale more expensive than it needed to be.

The provider also required the flexibility to test and leverage different geographic locations for optimal sales performance — something the incumbent structure couldn’t offer.

Sequential Tech’s approach

Three pillars built around the sales metric

Every intervention was designed to move conversion, cross-sell, and cost per sale — not generic service quality in the abstract.

01
A dedicated, KPI-driven team

A specialized team of 298 FTEs was stood up exclusively for the program, with performance goals built directly on the client’s key KPIs. Every agent, coach, and supervisor was measured against conversion, cross-sell, and customer experience from day one — ensuring consistent, scalable performance.

02
Geo-optimization across locations

Operations were shifted across multiple geographies to identify and implement the best-performing locations. This geo-flexibility let the program continuously test, compare, and concentrate volume where conversion and cost efficiency were strongest.

03
Cost & experience optimization

Streamlined processes drove significant cost savings without trading away quality. In parallel, coaching focused on customer satisfaction and loyalty — lifting CSAT and NPS even as sales performance climbed.

The solutions

How every gap was closed

Every challenge had a targeted fix. Every fix had a measured outcome. Here’s the full picture across all focus areas.

Focus area Challenge Solution deployed Measured result
Sales conversion Sales targets were not being consistently met, with conversion tracking below the 15% benchmark. Dedicated team of 298 FTEs with a KPI-driven strategy built on the client’s own performance goals. Conversion rate reached 30% — doubling the 15% target.
✓ 2× target
Cross-sell / upsell Revenue per interaction lagged, with cross-sell and upsell opportunities routinely missed. Needs-based selling framework with coaching focused on bundling and account value. Achieved a 23% cross-sell/upsell ratio, exceeding the 20% target.
✓ Exceeded target
Operational cost The existing model didn’t optimize costs effectively, impacting overall efficiency. Geo-optimization plus streamlined processes across the delivery footprint. Operational costs significantly reduced while output continued to scale.
↓ Cost reduction
Call abandonment Abandonment risked eroding both sales opportunities and customer experience as volumes scaled. Capacity aligned to demand patterns with real-time intraday management. Abandonment held at a low 2.8% — well within the target threshold.
✓ Within threshold
Customer experience Aggressive sales goals risked degrading customer satisfaction and loyalty. CX-led coaching embedded in the sales methodology, measured through CSAT and NPS. CSAT of 94% and NPS of 52 — loyalty rose alongside conversion.
✓ 94% CSAT · 52 NPS
Geo-flexibility & scale The provider required the flexibility to test and leverage different geographic locations for optimal sales performance. Multi-geography deployment with continuous performance benchmarking across sites. Outperformed all other nearshore vendors within 4 months — approved to scale to 300+ FTEs.
✓ 300+ FTE scale

Real results

Numbers that tell the full story

All core KPIs strengthened across the four-month ramp — demonstrating structural operational improvement, not isolated wins or one-time corrections.

SALES CONVERSION (%)

18%
Month 2

25%
Month 3

30%
Month 4

Doubled the 15% target by month four

CROSS-SELL / UPSELL RATIO (%)

18%
Month 2

21%
Month 3

23%
Month 4

Exceeded the 20% target by month four

CALL ABANDONMENT (%)

3.4%
Month 2

3.0%
Month 3

2.8%
Month 4

Held at a low 2.8% — well within threshold

Key insights

What the data tells us

Dedicated teams tied to client KPIs move the metric faster

Dedicated teams tied to client KPIs move the metric faster

Building the 298-FTE team’s goals directly on the client’s own KPIs — rather than generic sales targets — accelerated ramp and drove conversion to double the benchmark within four months.

Geo flexibility is a performance lever not just a cost lever

Geo-flexibility is a performance lever, not just a cost lever

Testing multiple geographies didn’t just cut cost — it revealed where conversion performed best, letting the program concentrate volume in the highest-performing locations.

Sales performance and customer experience can rise together

Sales performance and customer experience can rise together

A CSAT of 94% and NPS of 52 alongside a doubled conversion target shows aggressive sales goals don’t have to erode loyalty — when customer experience is coached into the sales methodology itself.

Cross sell success follows conversation quality

Cross-sell success follows conversation quality

The 23% cross-sell/upsell ratio came from needs-based conversations, not harder pushing. Agents trained to map offers to genuine customer needs exceeded the 20% target while satisfaction climbed.

Cost efficiency compounds when processes are streamlined first

Cost efficiency compounds when processes are streamlined first

Geo-optimization delivered the headline savings, but streamlined processes made them durable — reducing cost per sale structurally rather than through one-time cuts.

Outperforming the vendor benchmark earns the right to scale

Outperforming the vendor benchmark earns the right to scale

Beating every other nearshore vendor within four months converted directly into growth — approval to scale beyond 300 FTEs. Consistent KPI attainment, not promises, unlocked the expansion.

Transform your sales program

See measurable results within four months

Sequential Tech combines dedicated KPI-driven teams, geo-optimized nearshore delivery, and CX-led sales coaching to help providers double conversion targets, lift cross-sell ratios, and cut operational costs — without sacrificing customer satisfaction.

Sales & customer acquisition specialists
Geo-optimized nearshore delivery
KPI-driven performance management
CX-led sales methodology
20+ years telecom BPO
13 countries of operation
4,000+ telecom & media agents
A Fusion Group Company

Sales operations team

Case Study

Telecommunications  ·  B2B & B2C

25% faster handle time with a 28% drop in transfer rate for a leading US wireless operator

Driving collections performance across two segments and two delivery centers in one quarter.

Client Profile

Telecommunications city skyline

Industry

Telecommunications

Program Type

Collections — Inbound & Outbound

Segments Served

B2B enterprise & B2C individual

Service Lines

Consumer Wireless & Public Safety Network

Delivery Centers

Boca Raton, FL & Kingston, Jamaica

Engagement Scope

Q1 — January through March

Wireless
·
Public Safety Network
·
Telecommunications

One of the largest telecommunications operators in the US, serving millions of wireless subscribers and enterprise clients. The operator also manages a dedicated public safety broadband network serving law enforcement, fire, and emergency medical services nationwide under a long-term federal contract.

The Collections program covered both inbound and outbound flows: negotiating payment arrangements, resolving billing disputes, and managing account adjustments across B2C retail subscribers and regulated B2B enterprise accounts.

135.1%
ORS Attainment — Consumer
+35 pts above 100% target
150%
ORS Attainment — Public Safety Segment
+50 pts above 100% target
2.99 min
Average Hold Time by March
Down from 4 min — target surpassed
14.45%
Transfer Rate by March
Down from 20% — 28% reduction

The challenges

What was holding the program back

The service teams managed thousands of daily calls, emails, and messages — but structural gaps in coverage and training were limiting what the program could actually recover.

High call abandonment rates

High call abandonment rates

Abandonment was critically high during peak hours and weekends — the exact windows when collections activity is most productive. Calls dropped before agent connection, directly reducing settlement rates.

The issue was structural: service hours didn’t match demand patterns and there was no mechanism to flex capacity in real time when volumes spiked.

Training and performance gaps

Training and performance gaps

New agent cohorts required extensive ramp time for the operator’s complex account structures, billing dispute logic, and public safety network regulatory requirements. AHT ran above 4 minutes and transfer rates exceeded 20%.

Without a curriculum tied to the primary KPI, agents defaulted to transfers rather than first-contact resolution — compounding handle time and reducing throughput per shift.

Sequential Tech’s approach

Three pillars built around the collections metric

Every intervention was designed to move ORS, AHT, and transfer rate — not generic service quality in the abstract.

01
ORS-first training redesign

The training curriculum was rebuilt entirely around the primary collections metric. Agents were drilled on negotiation scripts, payment plan structures, dispute resolution authority, and account navigation — reducing time-to-competency and driving faster ORS impact from day one.

02
Extended coverage & real-time operations

Service hours were expanded into evenings and weekends to capture abandonment-heavy windows. Supervisors were given live dashboards enabling mid-shift intervention — catching metric drift during a shift rather than reviewing it the next morning.

03
Dual-center delivery model

A dual-center structure separated FirstNet (onshore, Boca Raton) from non-FirstNet (nearshore, Kingston). Each center was optimized independently for its compliance requirements and scale dynamics while operating as a unified program.

The solutions

How every gap was closed

Every challenge had a targeted fix. Every fix had a measured outcome. Here’s the full picture across all focus areas.

Focus area Challenge Solution deployed Measured result
ORS performance New agent ramp-up threatened the primary collections KPI across both consumer and public safety segment queues. Curriculum rebuilt around ORS mechanics with live dashboards for real-time supervisor intervention. Consumer segment: 135.1%. Public safety segment: 150%. Both exceeded benchmark by Q1 close.
✓ Exceeded target
Average hold time Complex queries drove AHT above 4 minutes, reducing accounts worked per shift. Rapid account navigation training, expanded tool access, and structured floor support. AHT fell from 4 min to 2.99 min — surpassing the sub-4-min target.
↓ –25% reduction
Transfer rate Excessive transfers signalled agents weren’t resolving at first contact. Transfer protocol tightened; agents given clearer resolution authority and wider tool access. Transfer rate fell from 20% to 14.45% — 28% reduction.
↓ –28% reduction
Call abandonment High abandonment during peak hours and weekends left revenue on the table. Extended service hours into evenings and weekends; capacity aligned to demand patterns. Abandonment declined. More first-attempt connections, improved satisfaction.
✓ Resolved
Staffing efficiency Misaligned schedules drove overstaffing in quiet windows and under-coverage at peaks. Real-time intraday management replaced static scheduling, flexed to call volume signals. Overtime costs reduced. Utilization improved without headcount increase.
↑ Operational gain
Compliance & scale The public safety segment required onshore delivery by contract; the consumer segment needed nearshore scalability. Dual-center model — Boca Raton onshore for the public safety segment, Kingston nearshore for consumer volumes. Both centers operating within SLA. Jamaica at 60 with an approved doubling plan. Boca Raton at 15.
✓ Compliant & scalable

Real results

Numbers that tell the full story

All three core KPIs improved month-on-month from January through March — demonstrating structural operational improvement, not isolated events or one-time corrections.

ORS ATTAINMENT (%)

105%
January

135%
February

150%
March

+45 pts across Q1 — target exceeded every month

AVERAGE HOLD TIME (MINUTES)

4.0m
January

3.0m
February

2.99m
March

25% reduction — below 3 min by March

TRANSFER RATE (%)

20%
January

15%
February

14.45%
March

28% reduction — stronger first-contact resolution

Key insights

What the data tells us

Training tied to the primary KPI moves the metric faster

Training tied to the primary KPI moves the metric faster

Rebuilding the curriculum around ORS mechanics rather than general collections knowledge accelerated agent competency and directly drove Q1 attainment — outperforming programs that train generically and measure later.

Coverage gaps are a revenue problem not just a service problem

Coverage gaps are a revenue problem, not just a service problem

Extending hours into evenings and weekends recovered payment opportunities that were structurally unreachable under the prior schedule, directly contributing to ORS gains beyond agent performance alone.

Transfer rate is a proxy for agent readiness not just process

Transfer rate is a proxy for agent readiness, not just process

The 28% reduction reflected agents gaining confidence and tool access — not just tighter rules. Programs that reduce transfers through restriction alone typically see handle time rise; here, both fell simultaneously.

Dual center models require deliberate segmentation to work

Dual-center models require deliberate segmentation to work

Separating the public safety and consumer segments by delivery center allowed each to optimize independently for compliance and scale while performing as one unified program with consistent reporting.

Real time data transforms supervision into active intervention

Real-time data transforms supervision into active intervention

Live dashboards enabled mid-shift course correction rather than end-of-day review. Catching metric drift during a shift — not the next morning — was a key driver of month-on-month consistency.

Compounding monthly gains signal structural change

Compounding monthly gains signal structural change

Every metric improved each month from January through March. That trajectory is more significant than the final number alone — it indicates the operational changes were structural, not one-time corrections.

Transform your collections program

See measurable results in a single quarter

Sequential Tech combines telecom-specific training, real-time operational intelligence, and a compliant dual-center delivery model to help operators reduce hold time, lower transfer rates, and exceed ORS targets.

Collections & recovery specialists
Onshore & nearshore delivery
Regulatory-compliant operations
Real-time performance management
20+ years telecom BPO
13 countries of operation
4,000+ telecom-trained agents
A Fusion Group Company

Telecom call center operations
Get A Quote