📡Telecom Operator🇳🇬 Nigeria · Kenya · Ghana

60M subscribers, one AI care platform.

A tier-1 mobile network operator consolidated 7 fragmented care centers into a single Africall tenant — handling 1.2M calls/month with AI deflection in 12 local languages.

−42%

Avg. handle time

+38

NPS lift

68%

AI deflection

1.2M

Calls / month

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The challenge

What wasn't working

Subscriber care was split across vendors, with no unified view of customer history. Average handle time was 9m48s, NPS stagnant at 23, and regulator (NCC) reporting required 14 days of manual work each month.

The Africall setup

What we configured

Single tenant across NG, KE, GH with country-aware routing and local virtual numbers.
AI voice agents trained on Hausa, Yoruba, Igbo, Swahili and Twi handle tier-1 queries.
Auto-categorised tickets feed SLA dashboards visible to regulators in real time.

Modules deployed