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Telecom


Globally, the telecom industry is now characterized by a heightened focus on customer retention. Industry analysts predict that telecom companies are making commercial decisions around customer experience as the market consolidates and a larger number of competitors compete for a shrinking target market.

Traditional operational measurements are becoming obsolete e.g. penetration – as the number of devices and subscriptions increase per customer, penetration will be difficult to determine. ARPU which has been a traditional measure of success is becoming difficult to track due to the proliferation of multiple devices and services per user, with differing cost profiles. Churn which is a reflection of customer loyalty has been a challenge to measure due to a proliferation of “disposable”, “situational”, and “substitution” devices. Telecom companies are now focusing on ‘new’ customer metrics including share of wallet.

RJGlobus management team has proven experience in the delivery of customer acquisition and customer retention processes to telecom customers globally including:

CUSTOMER ACQUISITION

     Telesales

     Data Collection and Analytics

     Marketing Calls

     Dealer desk

CUSTOMER ACTIVATION

     First time activation

     Provisioning

     Data Entry

     Document checks

     Kit dispatch

     Tracking

Customer Service

     Welcome calls

 Directory Assistance

     Technical Installation support

     Billing and accounting

CUSTOMER RETENTION

     Up Sell

     Cross Sell

     Product Awareness programs

RJGlobus specializes in both voice and non voice offerings to the telecom industry. Our voice related experience includes:

Non Voice


Customer Care

      Billing enquiries

     Online handset orders

     Equipment order fulfillment

     Primary and secondary subscriptions

     Plan swaps – individual to line share, 2G to 3G

     Marketing strategies – sales and promotions queries

     Offline handset activation

     Commercial accounts – queries and issue resolution

     Email support of retail and commercial accounts

BACK OFFICE

      Order fulfillment

     Warranty exchange

     Account modification

     Record management

     Correspondence management

     Exemption reports

     Verification reports – fraud / non fraud

     Customer data verification

Voice


CUSTOMER ASSISTANCE SERVICES

     Billing & finance

     Payments

     Equipment orders

     Service changes e.g. plan swaps, network features, MIN swaps, CSA Swaps

     Equipment troubleshooting

ACTIVATIONS

     Activating end customer mobile phones

     Billing and financial adjustments

     Minute adjustments

     Programming

     Customer information capture

     Payment plans

     Updating payment records

PRODUCT SUPPORT

      Product related queries

     Network features

     Purchase plan information

Sales

      Up selling of monthly recurring charge plans (MRC)

     Cross selling of long distance plans (LD)

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