Broadband, Cable, Wireless Telecom

TelecomThe Connection has extensive experience providing outsourced contact center solutions for the broadband, cable, and wireless telecommunications industries. Our advanced technology and highly-trained agents allow us to deliver an unparalleled quality and customer service experience. With a string of industry awards for quality and performance, we have the expertise to lower your customer support costs, increase sales conversion rates, and improve your first call resolution. We handle it all—from customer acquisition and retention to technical support and customer service—with the quality and commitment you would expect from an award-winning industry leader.

You Will Benefit From Our Industry Expertise:

  • Capacity and scalability - providing the capacity to handle over 100 million calls per year and the ability to add agents efficiently and seamlessly at our multiple U.S.-based facilities.
  • 100% U.S.-based contact centers - providing professionally-trained agents who handle calls 24 hours a day, 365 days a year.
  • Multichannel services - connecting with customers through voice, live web chat, email response, interactive voice response (IVR) and social media channels.
  • Quality Focused - ensuring quality and peak performance through on-demand reporting, web-based agent quality scorecard, and live or recorded call monitoring.
  • Advanced Technology – leveraging skills-based routing to direct calls to the best-qualified agents while accessing your internal CRM system in real time.

Broadband, Cable & Wireless Telecom Services

Inbound and Outbound Calls

Customer Service/Support

Technical Support Levels I & II

Help Desk/Troubleshooting

Activation Support

Sales, Up-sells, Cross-sells

Customer Acquisition & Customer Retention

Billing Support/Inquiries

Third-Party Verification

Email Response

Live Web Chat

Interactive Voice Response (IVR)

Social Media Monitoring

Industries Supported

Wireless

Telecommunications

Broadband

Cable

Satellite TV

Wi-Fi

WiMax

3G & 4G (LTE)

 

TELECOM BLOG POSTS
Telecom Call Center Outsourcing 
 

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“Thanks for getting the job done! Our customers appreciate people that care and are helpful!”
Director of Customer Care at a leading wireless internet provider