Telecommunications, Cable and Internet Service Providers (ISPs) are being subjected to constant pressures from the changing economy, competitors, and regulators leading to radical changes in the traditional business models. Customer retention is completely dependent on offering innovative services and personalized customer care at a competitive price.
In order to meet these challenges, leading providers are redefining their customer relationship management strategies to deliver a cost-efficient customer experience that enhances customer loyalty without squeezing the bottom line.
iTouchPoint consolidates its experience, technology, and best-practice processes to help service providers manage risk, reduce operational costs, assure revenues and improve time-to-market.
iTouchPoint's end-to-end Business Process solutions are customized to serve telecom companies including:
- Service Providers (Carriers, Internet Service Providers, fixed line, wireless, data services, cable & satellite services provider, Integrated Communications Providers -ICPs)
- Telecom Original Equipment Manufacturers (OEMs)
- Technology vendors including hardware, software and services
iTouchPoint's broad range of cost-effective customer-focused services include:
Customer Care
- Customer Service
- Inbound and Outbound customer acquisition
- Cross-sell and up-sell
- Win-back and loyalty programs
- Marketing campaigns & Promotions
- Billing inquiries
- Service / Plan changes
- Order processing
- Correspondence management
- Account maintenance
- Contract extension
- Ordering and provisioning for business-to-business customers
- Directory assistance and other operator services
Technical Support
- Service activations
- Product / service features support
- Troubleshooting (Level 1 & Level 2)
- Equipment warranty and replacement program
- Post and self-install support for DSL customers
