Customer Success Story
Revolutionizing Telecom: A Telecom Giant’s Exceptional Customer Service Journey
The Challenge
A telecom giant, faced a monumental challenge in the ever-evolving world of customer service. They needed to not only maintain but enhance their customer service operations. The goal was ambitious: to double their receivables from $1 million per day to over $1.5 million, starting from Day 1. The bar was set high, but the telecom giant was determined to meet and exceed expectations.
The Solution
Enter a partnership that would redefine customer service excellence. The telecom giant embarked on a journey with TSI, a globally recognized partner, a relationship that would prove to be a game-changer. The solution involved several key elements:
- Scalable Partnership Model: This model was not just about short-term solutions but building a foundation for long-term success. It offered the telecom giant the ability to scale their customer service operations as needed, ensuring they could adapt to the ever-changing telecom landscape.
- Global Capabilities: As the telecom giant expanded into the United Kingdom, they needed a partner with global reach. This partnership provided seamless support across EMEA, Canada, and Latin America, catering to the diverse needs of their international clientele.
- Multi-Language Support: Recognizing the importance of linguistic diversity, the solution ensured that customer support was available in multiple languages. Native speakers were on hand to communicate effectively with customers, both over the phone and through email.
- Aggressive Ramp Model: To meet the ambitious goal of doubling receivables from Day 1, an aggressive ramp model was put in place. This ensured that the partnership hit the ground running, delivering exceptional service from the outset
The Results
The results of this exceptional partnership were nothing short of remarkable:
Top Performing Vendor: The partnership became a top-performing vendor, not only meeting but surpassing the target by doubling the receivables goal from $1 million per day to over $1.5 million right from the start. This achievement showcased the power of strategic collaboration.
Recognition for Superior Operations Management: The partnership was lauded for its superior operations management. It demonstrated that efficiency and excellence could go hand in hand, even in the demanding telecom industry.
Brand Extension to Key Clients: The telecom giant, with the support of this partnership, successfully extended its brand to key large clients. This expansion strengthened the telecom company’s position in the market and enhanced its reputation as a customer-centric telecom provider.
Conclusion
The partnership between the telecom giant and TSI, its global service provider has not only met but exceeded expectations. This collaboration served as a key reference point for new programs, all based on the immediate results achieved and the ease of partnership. It demonstrated that in the world of telecommunications, delivering exceptional customer service is not just a goal; it’s a competitive advantage that can redefine
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
