Entel Chile, one of the leading telecommunications companies in the country with a broad base of more than 8 million customers, partnered with Izo to carry out an in-depth analysis of the voice of the customer. The goal was to better understand the needs and concerns of their customers to improve the overall experience.

The project began with the collection of data through the recording and analysis of more than 100 calls made by Entel customers. These calls provided direct insight into the most significant moments of pain experienced by consumers during their interaction with the company.

By analyzing these calls, the Izo team identified more than 50 points of improvement in various aspects of the customer experience, from customer service to service quality. These improvement points were related to recurring problems, areas of confusion or frustration on the part of customers, and opportunities to optimize the company's internal processes.

Based on these findings, specific lines of action were developed to address each of the identified improvement points. These actions included improvements in customer service processes, optimization of service infrastructure, staff training and updates to technical support systems, and other aspects.

As a result of this analysis of the voice of the customer and the improvement actions implemented, Entel Chile was able to significantly improve the customer experience on several fronts. The company was able to proactively address the concerns and needs of its customers, leading to greater customer satisfaction, improved customer retention, and increased brand reputation in the telecommunications market in Chile.