Outsourcing Services for Telecom Businesses | HCL Tech

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Overview

Our BPO Telecom practice supports both front and back office processes across Wireline, Wireless, Mobile, Cable, Voice over Internet Protocol (VoIP), and TV service lines.

In a changing universe of customer demand and rising consumerism, communication service providers are grappling to fortify customer acquisition, shareholder retention, and strengthen telecom customer lifecycle management. A smart roadmap to achieve both, would mean focusing on growth and optimizing operational performance, through enhanced management effectiveness.

In the quest to achieve this, enterprises must identify a partner capable of facilitating management workload reduction and service standard alignment with customer requirements. And today, business process outsourcing services for telecom management isn’t a differentiator - but a point of parity for helping organizations maintain relevance. It also helps firms divert key resources towards growth initiatives, driven by an ‘innovate’ and ‘compete’ model.

Our end-to-end transfer management workload blueprint offers multi-channel, multi-lingual, round-the-clock customer service processes across multiple industry verticals. Present across multiple locations, there are 34 state-of-the-art BPO delivery centers in India, Philippines, the USA, Europe, Ireland, the UK, and LATAM. We believe in a 'follow-the-sun' Global Delivery Model with a combination of offshore, near shore, and onshore delivery. Additionally, there are 4500 contact center resources managing over 50 million transactions annually, in over 17 different languages.

Services

Telecom Customer Lifecycle Management

Enabling the creation of a one-stop solution from sales demand creation to improved sales effectiveness

ICT Service Delivery

Offering capabilities in reference data management, access optimisation, ordering through fulfilment processes, service desk, and service assurance desk

Implementing Operational Enablers

Deploying hosted CRM, customizable knowledge base, dialler and dialler strategies, IVR re-engineering and integration, diagnostic managers, and multi-channel support solutions

Industry Best Practices

Ensuring metric-based quality norms for all processes, supported by robust technology infrastructure, skilled human resources, and customized training programs and transition frameworks

Analytics

Driving network optimization and sales effectiveness

Social Media Coverage

Leveraging analytics to ensure improved CSAT and query resolution

Solutions Template 2: 
Solution Title: 
Telecom Customer Lifecycle Management
Solution Description: 

Enabling the creation of a one-stop solution from sales demand creation to improved sales effectiveness

Solution Title: 
ICT Service Delivery
Solution Description: 

Offering capabilities in reference data management, access optimisation, ordering through fulfilment processes, service desk, and service assurance desk

Solution Title: 
360 Degree Visibility
Solution Description: 

Driving transformation in customer operations via uniform processes and workflows, automation in policy enforcement, and content management

Solution Title: 
Implementing Operational Enablers
Solution Description: 

Deploying hosted CRM, customizable knowledge base, dialler and dialler strategies, IVR re-engineering and integration, diagnostic managers, and multi-channel support solutions

Solution Title: 
Industry Best Practices
Solution Description: 

Ensuring metric-based quality norms for all processes, supported by robust technology infrastructure, skilled human resources, and customized training programs and transition frameworks

Solution Title: 
Analytics
Solution Description: 

Driving network optimization and sales effectiveness

Solution Title: 
Social Media Coverage
Solution Description: 

Leveraging analytics to ensure improved CSAT and query resolution

Solutions section heading: 
Services
Landing Page hierarchy: 
Telecom