Several new dimensions of technology in different industries are complimented by Telecom industry.
The impact of technology change, globalization, de-regulation, competition, mergers and acquisitions and demand for new services is seen to be the highest in the telecommunication industry.
ITF Global Services believes that BPO is a viable strategic option to achieve objectives.
ITF Global Services has an unmatched experience in providing BPO services to telecommunication service providers ranging from narrow band and broadband ISPs,
leading wireless service providers, network equipment vendors, convergent next generation telecommunication companies, network carriers and wholesale IP service providers.
At ITF Global Services, our experience has been that substantial gains, both in terms of cost reduction and process efficiency can be achieved by outsourcing:
Customer-facing activities like customer care, technical support help desk, trouble ticketing and problem resolutioning
Network-facing activities such as order entry, service provisioning, service assurance
Other processes such as billing operations, billing dispute management and dunning
ITF Global Services offers customized BPO solutions enabling its clients to achieve operational excellence, significant cost savings and incremental revenue at lower cost.
Our telecom operations outsourcing service offerings are mapped to some of the key processes that are defined in the eTOM (Enhanced Telecom Operations Map) model as defined by TMF (Tele Management Forum).
Our service offerings are focused around the following key processes:
Customer Interface Management Processes
Multi channel customer interaction capabilities
Customer Relationship Management Sub-processes
Customer acquisition and cross-sell and up-sell
Customer care and technical support helpdesk
Billing and collections dispute management
Customer retention & loyalty program management
Telecom Operations - Fulfillment, Assurance & Billing
Order entry to service provisioning - sales / service order fulfillment process and its sub processes
Service assurance and problem management - trouble ticket creation to problem resolution including remote diagnosis and alarm monitoring
Billing operations - application monitoring, batch jobs execution and monitoring, service usage collection and monitoring, pre-billing and post billing operations, invoice verification and validation, dunning process management
Network data and asset management
Data quality management - data cleansing and migrations business analytics, reporting and KPI management
Telecom Enterprise Back Office Processes
Back office F&A operations management
Why ITF Global Services
Procurement and supply chain operations outsourcing
At ITF Global Services, our focus has always been to work with our clients to proactively meet their business imperatives.
We have helped our customers achieve 30-40% reduction in operational costs, 30% reduction in cycle time and 10% year-on-year productivity improvement in their telecom operations outsourcing engagements
Our services have helped our clients significantly improve time to market new products and services
Our analytical services have clients enhance focus on customer needs leading to greater customer satisfaction
This combination of practice, operations and vertical domain support is unique in ITF Global Services and is a key success in ensuring a smooth, risk-free operations outsourcing engagements for its clients.