From 1,500 to 49 missed calls per week: The omnichannel solution implemented by Leader Redes automates 80% of processes and increases member satisfaction 24/7
The Valencian Community Football Federation (FFCV) is one of the most influential sports organizations in the Valencian Community. The FFCV organizes regional football and futsal competitions, serving thousands of players, clubs, coaches, referees, and families. Especially at the start of each season, these stakeholders require immediate assistance with licensing, paperwork, competition formats, regulations, and incident resolution.
For years, the Federation faced the same challenge: an unmanageable volume of calls. During peak season, they received 10 to 15 simultaneous calls, accumulating 4,000 calls per week and over 1,000 hours of hold time. These peak volumes resulted in up to 1,500 missed calls.
“Our problem has always been the telephone,” explains Jaime Mestre, IT Manager at FFCV. “Members want immediate attention, but even with a six-person call center, we couldn’t meet their needs in time.”
Faced with this challenge, the Federation partnered with Leader Redes y Comunicaciones, a Wildix Gold Partner since 2024. Together, they took a decisive step by integrating artificial intelligence to transform the organization’s customer care model.
I would recommend Wildix, 100%. Missed calls dropped from 1,500 to just 49 per week. It's a tool that allows you to provide better service and grow securely.
Jaime Mestre
IT Manager of the Valencian Community Football Federation (FFCV)
A Before and After: From oversaturation to intelligent service
The first internal challenge was cultural. Some employees feared that AI would replace jobs, but Leader Redes’ approach was clear: the technology had to be built with them, not against them.
“We involved them from day one,” explains Carlos Estrela, CEO of Leader Redes y Comunicaciones. “We got the AI to respond exactly as they would. In the end, they understood that it wasn’t a threat, but a helpful tool.”
The big test came in July 2025, the busiest time of the year, when Wildix’s AI entered the game.
The impact was immediate:
- The AI started handling 60% of calls from the first month.
- It answered frequently asked questions, filtered requests, sorted by department and only transferred calls to humans when necessary.
- Missed calls fell from 1,500 to just 49 per week.
“We haven’t received a single complaint from our members. Even the clubs tell us that it works very well,” Jaime Mestre emphasizes.
Three Months Later: AI is established as another member of the team
The evolution continued to progress. In just 90 days:
- AI was already handling 80% of interactions.
- Emails, forms and calls were reduced thanks to 24/7 automation.
- New channels were added: chatbot on web, app and intranet, which expanded reach and availability.
- Monitoring metrics (transcripts, tokens, query types) allowed for continuous optimization of the quality of care.
“Establishing an omnichannel strategy has been key. We have given our members more ways to communicate with us, and that has raised the quality of service,” Jaime adds.
A Future With More Automation and Added Value
The success of the project has spurred new ideas.
The Federation is already planning to integrate AI with its administrative platform to automate certificates, repetitive tasks and the processes that currently consume hours of manual work.
“This is just the beginning,” Jaime says. “We want AI to minimize missed calls and resolve as many questions as possible immediately.”
Leader Redes also continues to develop new intelligent agents using Wildix’s agentic AI. These new tools will handle more complex functions while upholding the platform’s security, robustness and seamless integration capabilities.
“Wildix stands out for its speed, robustness, and integration capabilities. It is the ideal foundation for continued growth,” says Carlos Estrela.
Conclusion: The Federation secures an innovative win
In just a few months, the FFCV has achieved what once seemed impossible:
- 80% of processes automated within the first three months.
- Peak season missed calls reduced from 50% to 20%.
- Weekly missed calls plummeted from 1,500 down to just 49.
- 24/7 support now available across multiple channels.
- Significant increase in member satisfaction.
- Streamlined operations: Call center runs with just two people, yet operates more efficiently than ever.
Jaime concludes, “I would recommend Wildix 100%. It’s a tool that doesn’t replace anything, but rather, it helps. It allows you to provide better service and grow securely.”
With Wildix and Leader Redes y Comunicaciones, the Valencian Community Football Federation has shown that innovation doesn’t just solve immediate problems; it paves the way for a more efficient and connected future.
Requirements
- Integrate AI as a long-term strategic resource.
- Unified communications: expansion of channels (omnichannel).
- Integration with internal systems.
Value Gained
- Reduction from 1,500 to 49 missed calls per week.
- 80% of queries automated in 3 months.
- Shorter waiting times and greater member satisfaction.
- 24/7 support available on web, app and intranet.
- More efficient call center operating with only 2 agents.
- Radically improved the member experience.
The solution has been provided by the Wildix Partner
- Leader Redes y Comunicaciones
- C/ de Sant Vicent Màrtir, 160, Extramurs, 46007 València, Spain
- comercial@lnm.es
- +34 963 735 505
- leader-network.com
