For telecom companies, we provide an end-to-end solution catering to the entire supply chain that includes:
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Service Providers (Internet Service Providers, fixed line, wireless, data services, cable & satellite services provider, integrated communications providers)
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Telecom Original Equipment Manufacturers (OEMs)
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Technology vendors including hardware, software
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Value-added services providers
For telecom industry, our service offerings can be broadly classified into
- Assurance and Billing
- Technical support and Customer care
- Other back-office operations
Our Experience
One of our clients is the world’s largest voice, data and IP communications company with an extensive portfolio of clearinghouse services and processes over 20 billion transactions annually for over 750 customers. The scope of activities that we covered for this client includes:
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Creation of Tariff Models as per the roaming agreements (between “Roaming partners”) using client specific tools & procedures
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Supporting the movement of these “Implemented Tariff Models” to the production environment
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Tariff related alarm handling, Analysis of errors
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Contacts clients and other Data Clearing Houses
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Dispute resolution with other DCHs/Operators
Another client, which is among 13 global vendors in 2006, the scope of activities that we have provided includes:
- Provide post sales pricing & promotion information
- Billing inquiries, credits or adjustments for Business and Consumer DSL/Dial-up service
- Change billing & product package
- Up-sell and Add Broadband Extras and Essentials products
- Vacation Suspend requests
- Offer FiOS to every eligible customer and warm transfer sales lead to a fiber sales center
Telecom service provider solutions
Customer Care process
Order handling |
Problem handling |
QoS Management |
- Accepting orders over phone, fax, web Credit check
- Initiate service installation, fulfillment & billing
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- L1,2,3 Helpdesk
- Installation & Activation
- Remote trouble shooting
- Installation of CPE
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- Collect, collate, prepare & analyze performance data vis a vis SLAs
- Management SLA performance
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Billing process
Billing |
Fraud Management |
Invoicing and Collections |
- Billing Enquiries
- Credit Services
- Billing Advisory Services
- Loyalty Management
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- Fraud Reduction Management Services
- Revenue Assurance
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- Create and reconcile invoices
- Collect and process payments
- Collection
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OSS & Network processes
Network Provisioning |
OSS System |
Networking Management |
- Switching support services
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- OSS support services
- Transmission support services
- Inter-carrier support services
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- Network operations center
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Enterprise Level processes
- Procurement services
- Finance & Administration
- HR administration
- Enterprise Service Desk
Call Center Services
Customer Acquisition |
Customer Inquiry |
Customer Inquiry |
Customer Inquiry |
- Outbound Sales
- Inbound Sales
- Up-sell/Cross-sell/Right-sell
- Lead Management
- List Building
- Database Management/Maintenance
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- Pre-Sales Support
- Information dissemination and advocacy
- Data Collection
- Product demonstration
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- Financing options
- Credit Check
- Setup Payment Process
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- Order Entry
- Order Management
- Shipment Processing
- Order & Shipment
- Rebate Scheme & Claim Management
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Reverse Logistics |
Client Relationship |
Post Sale Support |
- Installation Support
- Return Logistics
- R&D feedback for product improvement
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- Account Maintenance
- Billing
- Dispute Resolution
- Retention
- After-market Sales
- Loyalty Program
- Customer Analytics
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