Telecommunication

In the fiercely competitive telecommunication scenario in India today, characterized by growing number of new entrants and declining ARPUs, telecom companies are naturally searching for newer and better ways of reducing overall costs to maintain profit margins. Our indepth experience in this sector helps us understand the complex challenges you face. We offer both inbound and outbound outsourcing solutions which will help you rationalize processes, reduce operational costs, improve customer service to attract and retain customers, cross-sell/upsell value-added services, and increase your market penetration, market share and revenues.. Services offered include:

Service Fulfillment: Acquiring and managing customer data, Tracking leads, Telesales, Order acquisition and completion, Cross/Upsell; Service configuration, testing and activation, Managing service provisioning; Resource allocation, tracking and management;Managing supplier/partner requisition.

Service Assurance: Complete handling customer problems and complaints, Ensuring resolution and satisfaction; Diagnosis and rectification of service problems, Monitoring and managing service quality and performance; Managing resource problems; Supplier/partner problem resolution and performance management.

Billing Support Services: Servicing bill-related inquiries, complaints and disputes, Inquiries related to payment plans, Resolving payment errors, Servicing billing, Applying pricing and discounts, Managing collections; Recording and analyzing service usage; Supplier/partner billing management

Channel Management: Using multimedia channels such as e-mail, chat, SMS, FAX, and voice to service customers on an integrated platform.