Due to the latest advancements, changing market dynamics, and prevailing economic uncertainty, the telecom players across the globe are compelled to come up with out-of-the-box solutions. To deal with different types of adversities, industry leaders are leveraging business process outsourcing (BPO)
India is currently the world’s second-largest telecommunications market with a subscriber base of 1.20 billion and has registered strong growth in the past decade and a half. The Indian mobile economy is growing rapidly and will contribute substantially to India’s Gross Domestic Product. Home to over a billion mobile subscribers and the second largest Internet user base in the world, it will become a key force of reckoning for global business, policy, and technology advancement.
With over a decade of Telecom domain expertise, iEnergizer has become an eminent partner to some of India’s top Telecom providers by managing their customer experience, from prior to customer acquisition to post-sales support. We have well-equipped and expert resources that help us deliver end-to-end telecom-support services to the clients which include tele verification, customer service, up-selling, payment processing & billing and complaint management.
Customer Acquisition / Sales Support
We at iEnergizer, integrate sales and subscription services with our end-to-end order fulfilment, processing, activation and billing resolutions. Our focus revolves around driving revenues with our teams promoting sales, upgrades and cross-sell. We provide web sales chat support where we assist consumers with sales transition through the website.
Our specialized resources support the entire care lifecycle across Postpaid, Prepaid, Retail Helpline, GPRS Helpdesk, Tele Verification, Appellate Desk, Welcome, Retention and activation calls, NPS, Backend SR Closures and customer surveys. Our focus is to engage with our customers across the product lifecycle to create a unified marque with usability and service excellence hallmarks. From up selling, to dedicated customer care, and optimized back office processes, we excel to provide the best service to all our customers.
We at iEnergizer implement robust operational analytics to drive business outcomes. Whether the goals are customer experience, revenue growth or cost optimization, we help establish Voice of the Process/Customer from our customer interactions from different sources.
Voice of Customer
Our Team reviews feedback across the customer journey using recording technology and derive a cohesive report for our clients. This enables and improves the experiences and relationships customers have with their brands. Analytics and data form the cornerstone for understanding how to improve and act on Customer Experience Data.
Business Analytics & Work Force Management
Our WFM reviews the volume trend and makes staffing recommendations to our Clients based on volume patterns and upcoming promotions/new launches. Our Analytics team helps design and build a data warehouse to consolidate/integrate structured and unstructured data. We use automated reporting, alerts, dashboards and other easy-to-use visual representations of data to identify trends, track KPIs and act on opportunities quickly.
Reviews and Analysis
We regularly provide feedback to our clients through our Weekly and Monthly performance review meetings to share the trends and strategies to better handle customer engagement.
Each customer interaction means a new piece of information for us and for our clients. It is however not possible for our client to review all these interactions individually. Our endeavour is to ensure that such valuable information is not lost but shared with our client in a meaningful and logical format that our client can use to make informed decisions to further improve their customer’s experience and launch better promotions.