COMMUNICATION

CORPORATE INFO

With iSource, answering service in the communication industry is fully prepared to meet all your call center needs. Our answering service starts from basic lie phone call center to our inbound and outbound telemarketing services that are in operation 24/7. Our highly trained communications professionals provide timely answering of your businesses calls.

In Communication industry, we offer many services like:
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Billing questions
Service delivery
Account Updates
Scheduling repairs
Customer retention and loyalty
Technical Support
Rate Plan Changes
Order processing
Customer Care
Account activation

Billing Questions
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Support customers in resolving their billing related queries, respond to customers using billing tools, and provide billing administration support.

Service delivery
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Support customers on service delivery queries, and coordinate with order management to resolve customer queries.

Account updates

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Support customers on updating their accounts like receiving payments, change of addresses and telephone numbers etc.

Scheduling repairs
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Support customers using a scheduling system for booking appointments to carry out repairs.

The system displays all the available appointments to the Repairs Call Centre staff, who then allocate jobs to our teams of operatives. The system is also linked to the Online Repairs Service, so if you are requesting a repair online, you will see the same available appointments as our Call Centre staff.

Typical repair calls include the following:

Collecting diagnostic information: A customer care system automatically obtains diagnostic information from relevant systems and guides the CSR to obtain the diagnostic information.

Diagnosis: The CSR analyzes available information and determine the cause of the problem. A customer care system automatically diagnoses the problem.

Resolution—The CSR takes action to resolve the problem.

Customer retention and loyalty
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As service management becomes a key, critical success factor to ensure customer retention and loyalty, iSource allows the operators to ensure a real-time fault-free consumer experience by monitoring, improving and assuring quality of service in the following four key areas:

Service experience: iSource offers one modular approach so operators can respond to customer’s issues based on corporate policy
Customer experience: Operators can measure and adapt to how effectively they are delivering services to their core customer base by accessing their real-time data.

Product intelligence: By analyzing performance based on product type and software load, operators can access information that allows them to enhance product related performances.

Business intelligence: Network operation priorities can be linked to business objectives, ensuring that issues that have the greatest impact on customers and their business priorities are resolved first.

Technical Support:
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Our Managed Technical Support portfolio of services addresses all pain points of the head of support in any company.

24x7 Level 1 to Level 3 technical support.

Level 1 support is defined as the first point of contact for a service request.

Level 1 technical support typically includes the following support activities: Answers to 'how-to' and navigational questions, resolution of simple product problems, troubleshooting of technical problems (including connectivity, configuration, etc.), administration (password resets, etc.), diagnostic processing and gathering of technical troubleshooting information, escalation to Level 2 for problems which cannot be resolved at Level 1, and case ownership to resolution.

Level 2 support – escalation handling from Level 1

Level 3 support – simulation and interaction with engineering Offered thru multi-channel – voice, web, mail, chat 24by7

Globally – US, Europe.

Rate Plan Changes
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Support customers by changing their rate or plan for their telephones, hotel bookings, airline ticketing etc.

Streamline Order Processing
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In addition to helping you meet retailer mandates, iSource supports sales order processing across your organization. Simply by using a standard Web browser, you automate the receipt of your electronic transactions, give your warehouse visibility to orders that require packing and shipping, and complete your order process by preparing and sending invoices and shipping notices to your customers.

Customer Care

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We are committed to provide best-in-class customer care for our clients through world class technology, processes and response mechanisms.
Our Quality objectives in Customer care support are:

Providing adequate resources.

Effective customer communication.

Empower employees towards commitment to quality.

Continuous improvements based on self and customer assessment.

Responsive to changes in technology, society and environment.

Account Activation
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iSource takes care of all your initial provisioning and account activation requirements, leaving you free to focus on areas that provide higher returns - the sales and marketing of your business. iSource's account activation service guarantees that your business will never lose a customer or revenue by providing all your new and returning customers with responsive support via chat, email and voice.

Key Features
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New account activation (online, email and telephone-based support)

Toll-free account activation and deactivation

Account cancellation

Welcome packages

Customizable user interface and forms for online activations

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