In a challenging economic environment, businesses both large and small must work smarter to survive. As business culture has evolved, face to face engagement has been increasingly replaced with telephone calls and email exchanges. Leading industry analysts predict customers seeking telecom services will align with companies that provide rich wireless, cable, and internet customer service.
Telecom companies have to constantly align their offerings aligned to consumer trends notwithstanding intrinsic challenges of operational costs, customer service, productivity enhancement and sustained profits.
Successful companies know that every customer interaction - from service calls to online support - needs to be handled expertly by knowledgeable partners who provide a positive customer experience.
Tata BSS key expertise has helped telecom companies in
- Managing customer lifecycle effectively
- Reducing costs
- Gaining access to specialized resources
- Optimizing existing investments
- Improving customer loyalty
Services offered
- Customer acquisition
- Managing prospect
- Lead generation
- Qualifying and educating the customer
- Outbound sales
- Sales negotiation
- Order fulfilment
- Account administration and management
- Order management and provisioning
- Porting support
- Customer service & technical support
- Escalation management
- Multilevel technical support
- Billing & collections
- Billing inquiries
- Account updates and consolidation
- Fraud management
- Credit limit expiration
- Higher usage management
- Data analytics
- Contact center audit
- Sales analytics
- Cross-selling and up-selling analytics
- Churn analysis & support
- Usage analytics
