Industry Offerings
Services Offerings

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

Service Offerings

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
   Procurement and supply chain operations outsourcing

 Why ITF Global Services

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.