Industries

Telecom

TELECOM

From transactional processing to customer lifecycle management

Competing in an era of “free and cheap”, the three telco challenges cited in 2024 were:

Responding to customers during the cost-of living crisis, requires a new narrative to rearticulate your customer promise and simplify value propositions
Economic pressures and the impact on talent and skills management
Privacy, security and trust stand out as the top priorities with AI acknowledged as a force for good.

No matter how bold your connectivity ambitions, or how tough your challenges, we are here to partner with you on your journey to provide tangible value

Our telecoms clients represent the world’s leading, Africa’s largest, the GCC’s largest, and India’s leading telcos.

OUR TELECOM OFFERING

Choose adaptable outsourcing services in telecom customer care, accounting, finance, and billing.

Voice (Inbound Support /Outbound follow up)
Non-voice online support
Conversational analytics

Recovery collection
KYC processing
Self-service enablement

Complaints management
Upgrades and retention
Insurance offerings

Card curing
Automation
Diagnostics and recommendations

BENEFITS TO THE TELECOMS SECTOR

Comprehensive BPO service offerings

Improved customer acquisition and increased market share
Enhanced customer satisfaction and increased customer retention
Reduced costs and improved profitability
Improved cash inflow and maximized revenue generation and reduced churn

ADDITIONAL BENEFITS

Telecom process outsource X-factor

iSON Xperiences enhances the telecom industry with cost-efficient BPO services, improved productivity, and a flexible global delivery network, ensuring access to top skills and services at competitive prices.

Telecom-Tailored BPO

At iSON Xperiences, we provide telecom-tailored BPO services designed to maximize the potential of telecom companies’ value chains.

Our global contact centers deliver a wide range of telecom process outsourcing solutions, including customer care, accounting, finance, billing operations, and various other non-core functions.

Cost-effective & Scalable Outcomes

The services provided by iSON Xperiences enable significant savings of 60-70% for our telecommunications clients.

Moreover, we guarantee ongoing enhancements in productivity metrics, as automation and process optimization play a crucial role in generating further savings.

Global Delivery Model

iSON Xperiences’ multi-location and global agent strategy offers BPO services that present clients with optimal market choices.

We establish a delivery network that enables clients to select the right skills and services at competitive prices, whether through onshore, nearshore, or offshore outsourcing options.

Commercial Metrics

Reducing handling time
Building your Net Promoter Score (NPS) to amplify customer advocacy
Cutting costs per customer and improving profitability
Reducing churn and getting the most Lifetime Value (LTV)
Increasing Average Revenue per User (ARPU)
Striving for optimal First Call Resolution (FCR)
Growing customer acquisition and market share (CAQ)

Future-Proofing Metrics

Enabling self-service
Deploying advanced technologies for your competitive edge
Creating moments of surprise and delight for your customers
Reducing risks with watertight contracting solutions
Monetising data to provide new services by leveraging your existing brand value, sophisticated infrastructure and network building experience.
Ensuring data privacy and security

End-To-End

Retaining and acquiring customers poses challenges to telecom companies struggling to monetize value-added services in a market accustomed to free content.

We address these issues through end-to-end BPM services, helping telecom firms enhance their value chain while minimizing costs. Our solutions leverage technology, analytics, & domain expertise to drive cost efficiency and support sustainable growth strategies.