Blog & Journal


BPO Services Required by Telecom Industry

JonMaximus December 14, 2017

Inbound Services

Customer Care – Telecom industry requires bpo service providers who provide 24/7 multi-lingual customer support to cater to inquiries, requests, and complaints about prepaid and postpaid Customers. Knowing a contact centre KPIs, measuring consistently with efforts is challenging. The QoS Compliance metrics are broken down into four segments service quality, accessibility, operational efficiency, and cost. That maintain the QoS compliance by providing regional language support region wise and circles wise for their esteemed clients and also manage the escalation management and any Nodal and Appellate desk query with assurance to clients.

HNI Customer CareBpo Service provider should be ensure availability of qualified resources for high net-worth individual customers of their prestigious clients in order to deliver enhanced SLA’s (Service Level Agreements) and goal to deliver superior service to support premium/high-net-worth Individuals through result oriented relationship management. Service provider maintains the QoS compliance for HNI customers, which also benefit their clients and generates an opportunity for enhanced revenues from their customers.

Dealer/Retailer Support – Ensure B2B/channel Partner facilitation through real-time service support and supplementary response for off-line sales/service outlets. Dealer/retailers are the first touch point for any company. The organization provides best in class support to dealer/retailers in terms of complaint management, recharge/transaction reversals and payout/commission facilitation. Special escalation support management is provided in addition to distributor support.

Tele-verification – Service activations for a new customer coming onboard need to be handled with utmost care, provide CAF processing & contact point verification to facilitate service activations in planned and hassle-free manner and ensure hotline management with qualified staff for eKYC/UID Integration and OTAF provisioning. This activity is done as per TRAI compliance guidelines.

Outbound Services

Bpo service provider should have the skilled associates for new customer acquisition, add-on lead generation, and conversion through outbound calling. The entire exercise of bringing new customers on board includes of their Usage tracking, decay examining post activation is also undertaken by competent. These directly enhance revenue for the partner. Bpo service provider assist their clients by on giving welcome calls on product and service, tariff charge, credit limit, bill plan and bill cycle information dissemination to new customers. These all activities further ensure customer education on their best fit plan, various service activations and their account management.

Bpo service provider should have specialized desk for voluntary churn and mobile number portability (MNP) Retention. Retaining a customer always results in revenue sustaining than bringing new customers. For voluntary churn, our associate helps customers with their ARPU and usage tracking information. They provide retention enablers according to that. They also generate MNP Request/UPC Code for the customers who want to switch to other operator as per TRAI Norms.

The various value added services out calling is done by an upselling desk. These sale executives pitch CRBT promotion, data packs, bill plan upgradation, and handset upgradation and support their partner in revenue stream augmentation through promotional pitching.

Collections are the integral part of revenue sustaining and enhancing model for any organization. We at competent provide pre-due health check and post due date out calling along with field pick up and payment collection. These activities are carried out by offering e-bill, bill delivery, and advance payments/ECS conversion. These also support the partner with involuntary churn management.

Bpo service provider as a business partner assist in complaint management and close looping of service request. This includes non-voice transactions, service request work queue management, and their SLA tracking. This specialized desk is account for end to end query resolutions with closure status confirmation communication for technical, non-technical, refund, and various provisioning.

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