With iSource, answering service in the communication industry
is fully prepared to meet all your call center needs. Our answering
service starts from basic lie phone call center to our inbound
and outbound telemarketing services that are in operation 24/7.
Our highly trained communications professionals provide timely
answering of your businesses calls.
In Communication industry, we offer
many services like:
....................................................................................................................
Billing
Questions
....................................................................................................................
Support customers in resolving their billing related queries,
respond to customers using billing tools, and provide billing
administration support.
Service
delivery
....................................................................................................................
Support customers on service delivery queries, and coordinate
with order management to resolve customer queries.
Account updates
....................................................................................................................
Support customers on updating their accounts like receiving payments,
change of addresses and telephone numbers etc.
Scheduling
repairs
....................................................................................................................
Support customers using a scheduling system for booking appointments
to carry out repairs.
The system displays all the available appointments to the Repairs
Call Centre staff, who then allocate jobs to our teams of operatives.
The system is also linked to the Online Repairs Service, so if
you are requesting a repair online, you will see the same available
appointments as our Call Centre staff.
Typical repair calls include the following:
•
Collecting diagnostic information: A customer care system
automatically obtains diagnostic information from relevant systems
and guides the CSR to obtain the diagnostic information.
• Diagnosis:
The CSR analyzes available information and determine the cause
of the problem. A customer care system automatically diagnoses
the problem.
• Resolution—The
CSR takes action to resolve the problem.
Customer
retention and loyalty
....................................................................................................................
As service management becomes a key, critical success factor to
ensure customer retention and loyalty, iSource allows the operators
to ensure a real-time fault-free consumer experience by monitoring,
improving and assuring quality of service in the following four
key areas:
•
Service experience: iSource offers one modular approach
so operators can respond to customer’s issues based on corporate
policy
Customer experience: Operators can measure and adapt to how effectively
they are delivering services to their core customer base by accessing
their real-time data.
• Product
intelligence: By analyzing performance based on product
type and software load, operators can access information that
allows them to enhance product related performances.
• Business
intelligence: Network operation priorities can be linked
to business objectives, ensuring that issues that have the greatest
impact on customers and their business priorities are resolved
first.
Technical
Support:
....................................................................................................................
Our Managed Technical Support portfolio of services addresses
all pain points of the head of support in any company.
24x7 Level 1 to Level 3 technical support.
•
Level 1 support is defined as the first point of contact
for a service request.
• Level
1 technical support typically includes the following support
activities: Answers to 'how-to' and navigational questions,
resolution of simple product problems, troubleshooting of technical
problems (including connectivity, configuration, etc.), administration
(password resets, etc.), diagnostic processing and gathering
of technical troubleshooting information, escalation to Level
2 for problems which cannot be resolved at Level 1, and case
ownership to resolution.
• Level
2 support – escalation handling from Level 1
• Level
3 support – simulation and interaction with engineering
Offered thru multi-channel – voice, web, mail, chat 24by7
Rate Plan
Changes
....................................................................................................................
Support customers by changing their rate or plan for their telephones,
hotel bookings, airline ticketing etc.
Streamline
Order Processing
....................................................................................................................
In addition to helping you meet retailer mandates, iSource supports
sales order processing across your organization. Simply by using
a standard Web browser, you automate the receipt of your electronic
transactions, give your warehouse visibility to orders that require
packing and shipping, and complete your order process by preparing
and sending invoices and shipping notices to your customers.
Customer Care
....................................................................................................................
We are committed to provide best-in-class customer care for our
clients through world class technology, processes and response
mechanisms.
Our Quality objectives in Customer care support are:
• Providing
adequate resources.
• Effective
customer communication.
• Empower
employees towards commitment to quality.
• Continuous
improvements based on self and customer assessment.
• Responsive
to changes in technology, society and environment.
Account
Activation
....................................................................................................................
iSource takes care of all your initial provisioning and account
activation requirements, leaving you free to focus on areas that
provide higher returns - the sales and marketing of your business.
iSource's account activation service guarantees that your business
will never lose a customer or revenue by providing all your new
and returning customers with responsive support via chat, email
and voice.
Key Features
....................................................................................................................
•
New account activation (online, email and telephone-based support)
•
Toll-free account activation and deactivation
•
Account cancellation
•
Welcome packages
•
Customizable user interface and forms for online activations
|
