Diagnosing subscriber defection triggers and net promoter drivers across North & West Africa via centralized Casablanca call facilities.
A major telecommunications group was experiencing an unexpected 3.4% quarterly churn surge in high-value 5G post-paid and FTTH fiber segments. Customer service ticket data failed to capture the true emotional and competitive price-point drivers behind customer cancellations.
Operating from our state-of-the-art Casablanca CATI facility, MField MEA mobilized a dedicated squad of 24 multilingual telephone interviewers fluent in Moroccan Darija, Tunisian Arabic, French, and Wolof. We implemented predictive algorithmic dialing and 100% full-session dual-channel audio recording.
Pinpointed fiber installation delays and billing transparency as the primary root cause for 68% of churned accounts.
Informed a restructured customer onboarding protocol that reduced 90-day churn by 14% over the subsequent two quarters.
Consolidated multi-country fieldwork under a single contract, saving the client 28% in procurement overhead.
“The ability to run a synchronized study across Casablanca, Tunis, and Dakar from a single centralized hub with audio proof was game-changing for our regional team.”