Is your telecom business struggling to handle inquiries related to billing, account information, and service plans? Are issues like registering new orders, scheduling appointments for service installations, repairs, upgrades, etc. a big challenge? Look no further! Our specialized telecom call center services are crafted to meet these demands. Whether it's handling customer inquiries regarding telecom services, troubleshooting technical problems, or guiding users through service plans, our dedicated team is well-equipped to assist your business.
Years of Experience
Industry Verticals
Experienced Professionals
As a specialist call center services provider, we have over two decades of experience delivering services to diverse businesses across the telecom industry. These include telecom equipment manufacturers, telecom service providers, telecom technology firms, and more. We serve as a centralized hub to handle customer concerns, such as billing inquiries, service disruptions, plan upgrades, and technical troubleshooting. All these services are backed by a team of trained and experienced call center agents specializing in the telecom industry.
We follow a streamlined process to ensure efficient customer support. It begins with receiving calls through a dedicated hotline. Next, our trained agents provide answers to diverse inquiries. They refer to comprehensive databases for complex queries to access customer information and troubleshoot problems. In some cases, they escalate issues to our specialized teams for resolution. Another key feature of our service is providing updates or promotions through outbound calls. Throughout the interaction, our agents document customer concerns and resolutions.
Our service is driven by a dynamic team proficiently delivering unparalleled customer support. The team comprises experienced professionals adept in communication, problem-solving, and technical capabilities. They deliver customer support in multiple channels, including voice, chat, and email interactions, and provide your customers with a holistic experience.
Our services bank on well-defined customer service strategies. The strategy includes leveraging advanced Interactive Voice Response (IVR) systems, predictive analytics, and AI-driven chatbots. This has helped optimize call routing, reduce wait times, and enhance first-call resolution rates. Furthermore, we integrate telecom-specific databases with our software to access customer information quickly. Our all round efforts have helped our clients improve first-call resolution rate by 96%.
We are a reputed and reliable third-party partner for telecommunications call center services. We have delivered our services to businesses such as mobile services, fixed-line services, data center services, satellite communications, fiber optic services, and more. Our proven history of delivering high-quality services, maintaining data security, and adapting to industry regulations has earned a solid reputation among telecom providers. Our clients outsource to us for our expertise, reliability, and commitment to maintaining call quality.
The following are some benefits of outsourcing call centers for the telecom industry:
The following are new trends in telecom industry call centers:
A range of services can be outsourced, such as customer support, technical support, billing inquiries, account management, sales, lead generation, appointment scheduling, complaint resolution, and multi-channel support (phone, email, chat).
Outsourcing telecom call center services can enhance customer experience by providing round-the-clock support, quicker response times, skilled agents with product knowledge, personalized interactions, and efficient issue resolution, resulting in increased customer satisfaction.
Reputable outsourcing partners adhere to strict security protocols, including encryption of data, secure network connections, compliance with industry regulations like GDPR, HIPAA, or PCI-DSS, regular audits, and robust data protection policies to ensure the confidentiality of customer information.
Outsourcing telecom call center services can positively impact the bottom line by reducing operational costs, minimizing infrastructure investments, optimizing resource allocation, improving efficiency, and allowing the telecom company to focus on core business functions.
Outsourcing partners must stay updated with the latest telecom trends, invest in ongoing training for agents, adopt new technologies, implement analytics for insights, and maintain flexibility to adapt quickly to industry changes, ensuring continued relevance and effectiveness.
Invensis has helped us improve our first contact resolution rates without adding to our costs. In fact, our operational costs have been reduced, and our inbound calling process is working seamlessly, driving repeat business and referrals in leaps and bounds.
Invensis has empowered our call center executives to improve our customer satisfaction levels manifold. There are not many top call center outsourcing companies like Invensis around the world.
We wanted to keep our customers happy at any point in time. Invensis, a leading call center outsourcing company came up with a well thought out plan to ensure this. We are impressed by their stellar and cost-effective call center outsourcing services.
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