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Australia

Telecom Process

This client  was one of the leading Australian Telecom company who decided to take the outsourcing route for the first time, and chose to partner with us for their requirements. As the client wanted to increase the number of B2B & B2C customers across  Australia.

The client  laid down certain mandates to which we justified  and closed the deal for an International outbound call centre:

The task force of agents plunged into tele marketing of all existing customers of the telecom company and inform them about their offers. The callers  urged  customers to visit the nearest retail outlets of our client  which was well looped with  the client’s  sales /retail sales team. This generated  huge number of leads thereby  enabling immense  market presence with sales of retail business shooting over 69% over the previous year.

BILLING PROCESS:

We did the processing of the bills for each customer, it was through a CRM and a billing platform provided by the client. We used to generate the bills and send them through email. They in turn then used to print the bills and post them from Australia. The total cost saving for the client was nearly 60% compared to Australia.

CUSTOMER SERVICE:

 

All customer service related issues like complaints, billing issues, activation of services were handled by us during the graveyard shift in Australia. The cost saving was nearly 80%, when compared to Australian costs.

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A satisfied client ! The  client  was more than satisfied with  that VSPL agents as they were able to reach out to ALL the people in their database – each and every person on the database was called and informed about the offers.

Besides this, the other tangible benefits were:

Quick turnaround time

Significant cost savings

VSPL helped build customer loyalty for the Telecom company.

Other facets of this project specially appreciated by our client:

Our initial information sessions with the company regarding the way the outsourcing industry works was  very helpful to them in planning and forecasting  their next outsourcing venture.

VSPL was very flexible in incorporating changes to the  sales pitch that were made at regular intervals by the client.

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