Technical support and lead generation for one of the leaders in the telecommunications industry

What challenges did we face?

* Takeover of the hotline previously serviced by the Partner's internal call center.
* Complaint processing, technical support, sales support and lead generation.
* Maintenance of high security standards and keeping consultants' knowledge of the offer up to date.

What we did:

Preparation

01
We introduced our Partner’s service teams to our structures.
02
We onboarded new employees by showing them our company culture and recruited additional staff to complete the team.
03
We prepared training materials.

Implementation

We provided training on our procedures and customer service standards.

We implemented high security standards to protect customer data and confidential information.

We established a process for continually updating training materials and consultants' knowledge of the Client's offer.

Execution

We managed telephone calls, e-mails and chats.

We actively identified sales opportunities, thus contributing to the Client's revenue growth.

We regularly monitored the quality of service, making improvements to processes and training.

Results

We improved the quality of service, which translated into higher levels of customer satisfaction for our Partner. Transferring the processes related to the operation and administration of the hotline to us allowed our Client to focus on other areas of their operations and business development.