UpSource® has deep vertical expertise in servicing telecommunications companies. We have worked with a large number of clients who offer a variety of telecom services including wireless, long distance, local service and VoIP.
As a result, we have developed expert knowledge of how to provide even the most complex telecom customer service, including provisioning of local service, long distance, and wireless, as well as dispute resolution, problem resolution of prepaid and postpaid calling cards, issuing credits and re-rates, and blocking and un-blocking accounts. UpSource® also offers a full spectrum of telecom back-office processes such as correction of wrong ANI switched, bankruptcy and write offs, trouble ticket issuance, courtesy calling to past due accounts, fraud research and resolution.
The UpSource® management team has a strong understanding of the FCC regulatory requirements and the issues facing the telecommunication industry today. This allows our client relations team to work as partners with our clients to achieve superior service.
Our telecom clients have been delighted with the ability of our call center agents to achieve high rates of first call resolution—even in the more complex areas of customer service. Our affordable quality has allowed them to cut costs at the same time that they have improved customer satisfaction, making it a driver for customer retention and brand differentiation.
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