Telecom Call Center Outsourcing Services

In a competitive domain where customer acquisition depends on tangible factors such as tariffs, network connectivity and package bundle offerings, loyalty can be built on the basis of high-quality customer service. In an age when data services are an essential part of the offering, telecom operators are also finding relevancy in providing robust technical support services for connected and Internet-enabled devices.

Invensis Technologies is an expert Call Center Outsourcing Services company and enables your telecommunications company to improve customer experiences in a cost-optimized manner. We have more than 15 years of experience in delivering customized call center services to clients situated across the globe, facilitating them in the implementation of their Customer Relationship Management (CRM) strategies. By leveraging our expertise in the customer service domain, you can be assured of customer interactions that are focused on brand advocacy and long-term retention.

Outsourcing customer service to Invensis will give your wireless, phone or cable business access to robust, round-the-clock support in the form of a 24x7x365 multi-channel contact center. Through well-trained professionals and the latest call center technology, we engage with your customers through: inbound and outbound voice support, web / live chat, email management, mobile SMS / text and IVR (self-service). With facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine and more, our call center technology ensures that all your customer interactions are streamlined.

Telecom Call Center Outsourcing Services

Outsource Customer Service for Diverse Telecom Business Requirements

We are among the leading customer service outsourcing companies and provide call center services for companies engaged in providing services related to wireless, telecommunications, broadband Internet, cable, satellite TV and phones, Wi-Fi, wimax,3G and 4g (LTE), traditional telephone local and long distance services, and DSL. Enterprises that will benefit from our services include fixed line operators, mobile network operators / wireless service providers, internet service providers (ISPs), satellite operators, broadcasters, cable companies and others.

How Invensis Addresses the Customer Service Challenges Faced by Telecommunications Companies

Customer Service across Channels:

The number of online shoppers is on the increase, and as companies seek to optimize their digital shopping environments, they cannot afford to overlook the quality of customer service that they offer through web-based channels, in addition to traditional phone support. Partnering with Invensis for customer service enables retailers and eCommerce companies to provide necessary support to shoppers on all the communication channels that are in demand in the current business environment. These include: inbound and outbound voice call support, live chat, email management, mobile SMS / text, and IVR (self-service).

Consistency of Customer Care:

In the telecom sector, customers should get the same answers in any service channel. As an ISO 9001 certified company, Invensis ensures consistency of customer care across all inbound and outbound communication. We rigorously train our professionals in call center etiquette so that they treat every customer with courtesy and sensitivity. We also provide them with all relevant information about your brand values, so that they can communicate these in the conversations that they have. Whether the interaction is for a sales call, handling an enquiry, solving an issue or building loyalty, you can be assured that the assignment is being managed as per your expectations.

Scalability:

With greater uptake of mobile phones and smartphones in emerging markets and consumer segments, the demand for telecom service will also increase. When your telco looks to explore new opportunities, you can count on Invensis to continue to provide you with continued customer support. We have the capability to scale up the resources assigned to your project, both in terms of trained personnel and technology, and provide customer service across all required time zones.

Streamlined Call Center Service through Single Vendor:

By partnering with Invensis, your procurement department will be able to outsource all your end-to-end customer service requirements to us. This will reduce the hassle of multi-vendor management, facilitate consistency of customer service and drastically cut down on the risk of outsourcing for your company.

Best-fit Technology:

Having the right technology to connect with your customers at your fingertips delivers process efficiencies by saving time and cost. Invensis employs the latest call center technology to ensure that inbound and outbound customer interactions are optimized. The technology we employ has facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine, and more.

Metrics and Data Reporting:

With the aid of call center metrics and regular reports, you will be able to gauge insights about your CRM strategies. Key Performance Indicators (KPIs), such as First Call Resolution (FCR), Average Handling Time (AHT) and Abandoned Call Rate, give you visibility and control across the call center outsourcing process.

Data Security:

As an ISO 27001 certified organization, we adhere to stringent data security measures in our call center operations. Outsourcing to Invensis will ensure that customers trust your company and its customer service, and your business is able to build long-term client relationships.

What Sets Us Apart

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