Change is the natural corollary of growth with rapid innovations in technology and increasingly changing consumer behavior. The telecom industry has witnessed exponential and radical changes in the last decade than in any other decade in history. Telecom companies have to constantly reinvent their product and service offerings aligned to consumer trends notwithstanding intrinsic challenges of operational costs, customer service, productivity enhancement and sustained profits.
With over a decade of rich-industry experience having partnered with some of the leading telecom companies globally including UK, US, India and Australia, Firstsource enables telecom companies to take advantage of services offered in various segments such as - wire-line, wireless, cable and broadband services – so as to improve overall customer experience. Firstsource’s clients have leveraged the company’s competence and domain knowledge to drive transformational initiatives enabling profitable business outcomes.
Customer Acquisition |
Provisioning |
Account Servicing |
Retention |
Sales and Marketing |
Order Fulfillment |
Sales & Support |
Billing & Revenue Assurance |
Receivables & Collections Management |
Saves and
Retention |
• Manage
prospect
•
Qualify and
educate the
customer
•
Sales
negotiations
•
Add-on sales
• Customer data |
• Account
administration
and
management
•
Order
management
and
Provisioning
•
Porting support
|
• Customer
Service and
•
Escalation
management
•
Multi-level
technical
support
|
• Billing
inquiries
•
Account
updates and
consolidation
•
Fraud
Management
|
• Credit limit /
expiration
•
Inbound internal
handoff calls
•
High usage
management
•
Early stage
•
Late stage
|
• Dispute resolution
•
Increasing
customer
awareness for
chosen plan
•
Increase tolling
•
Contract renewal
•
Data capture / data
mining
•
Loyalty / retention
programs
•
Customer profiling
and plan analysis
•
Customer
profitability
analysis cost to
save |
|