Telco Processes that can Be Outsourced to the Philippine Contact Centre
What are the telco business processes that can be outsourced?
The telco industry is changing. With cutthroat competition and growing customer demands, telco businesses are trying to keep up and are on the lookout for possible solutions for these changes in the status quo. One of the ways telco companies do is by outsourcing their operations to overseas countries, particularly in the Philippines. The Philippines is still one of the top destinations for companies to outsource their operations, as the country still remains a hotbed for BPO and KPO. With the outsourcing industry in the country growing by the minute, it's no surprise why many companies choose the Philippines.
With more and more users ditching traditional phone lines, and resorting to web-based calls and social media, telco companies are upgrading their service to keep up, and have now integrated Internet offerings. However, not all telcos are immediate experts to this new field. Fortunately, outsourcing offers a myriad of service to help businesses become future proof and keep-up with the growing demands of their customers. Below are the telco processes that can be outsourced to the Philippine Contact Centre.
Inbound Customer Service
Processes such as billing, queries and subscriptions are typical outsourced, which is why it is important that the inbound customer service team handling these knows it to the very last detail. For example, the agent should be knowledgeable to the different billing methods available to customer. This is to ensure that when it is time to confirm information about the customer, the process proceeds smoothly. This is also the case with the company policies, where the agent should know it by the dot. This is so that they can explain and answer any query the customer might have - all without raising it to the higher ups.
Inbound Technical Support
For complicated problems involving technical issues, a ready-team of proficient support staff should be in place. As their name suggests, these technical support agents are dedicated in troubleshooting client issues, on behalf of the company. They aim to resolve issues, either via remote access of the computer, or through phone instructions. These agents should know the ins and outs of the company's system for an effective and accurate troubleshooting. These support agents have a hands-on experience with the telco's product or services, which allows them to resolve a wide range of issues from simple glitches, to other complicated problems.
Growing a customer base is difficult. But with an effective marketing plan in place, and a capable team of outbound sales agents, telco companies wishing to convert leads would definitely increase their growing subscribers. However, you can't just have any other sales agent; an agent, apart from his or her natural sales acument, should also know a telco's product or service by heart. With knowledge and drive working hand in hand, a telco's sales would definitely increase.
Luckily, outsourcing companies such as Global TeleForce has a ready team of customer service, tech support service and sales agent in place, ready to integrate to your company's operation. Viewing all our clients as partners, we will treat your customers as our customers and will ensure that mutual growth will be achieved through our partnership.
To know more about our customised outsourcing solutions to Telco / ISP companies and take advantage of our Free Project Consultation, please visit: https://www.globalteleforce.com/industries/telecommunications/nbn