As the telco industry faces challenges from new competitions and customer demands, companies continue to look for ways to address their local problems outside their own soil. And outsourcing telecommunications services to a call center in the Philippines is one of the ways telcos use to withstand the pressure.
Inbound customer serviceMany of their subscribers are either abandoning phone lines for free mobile call and social networking services or asking for more than what phone services traditionally offer. Carriers are compelled to make customers stay by upping their game; they fill the need by providing better service and venturing into Internet services.
However, these initiatives entail expenses and expertise that not all telcos readily have. This is when telecommunications outsourcing proves its benefit to the telco industry. By subcontracting customer service, tech support, and sales tasks to an outsourcing service provider, phone companies are able to lower expenses and increase service quality.
If you plan to outsource billing, queries, and subscriptions, your outsourced inbound customer service team should be knowledgeable about the processes and policies your telco has implemented. For instance, your staff should know the billing methods available to your customers so that when calls for confirmation come, the transaction can go smoothly without redundant information gathering. The same goes for the policies; your representatives should be able to explain with accuracy the terms and conditions stipulated in every subscription contract and billing statement your customers signed.
Inbound technical support
There should be a team dedicated to troubleshooting your products and instructing your customers over the phone. This team should be composed of telecommunications experts who know the ins and outs of the products and services under your brand. It would be ideal for them to have a first-hand experience using your products so that they could have a better understanding of how your services work, thus enabling them to assist your subscribers with precision.
Just like your customer service and technical support teams, your sales team should know your policies and products for them to be able to make an irresistible pitch for your products. Aside from that, your outsourced staff should have the makings of a natural salesperson. Each of them should have a collaborative spirit, initiative, drive to win, and strong communication skills to skyrocket your sales.
The telco industry is going through major changes brought by technological advancements. Telecommunications companies are keeping up with the time by advancing their service delivery as well, and outsourcing to a call center in the Philippines is one of their avenues to do so.