Communications Industry Solutions

Communications Industry Overview

In the business world, customer loyalty and retention have become increasingly vital metrics. This has never been truer for the telecommunications industry. The convergence of voice, data, cable, IP, and wireless requires communication providers to meet aggressive consumer demands and leverage technology for continuous innovation. Additionally, unique price and regulatory stress have made it more difficult for providers to grow market share and manage profits. With competitive demands growing, telecom providers are under unparalleled pressure to deliver services while driving revenue.

Partnerships with Business Process transformation companies have emerged as a key lever to manage strategic front and back office business functions, allowing telecom companies to focus on their main objective - to provide their customers with an excellent experience, cost effectively.

With more than 25 years of BPO experience, Sutherland has gained an intimate understanding of the pressures, demands, regulations, and technological innovations associated with the telecommunications industry. Our integrated BPO model, which seamlessly merges back and front office services, has been leveraged by industry leaders to improve the customer experience and ultimately, clients' bottom line.

Sutherland's telecommunications BPO services include:

Multi Channel Customer Experience Management Services
  • Service Inquiries
  • Billing Support
  • Sales Support
    • Customer Acquisition - Inbound, Outbound
    • Upsell, Cross-Sell
    • Loyalty Management, Loyalty Surveys
  • Account Management
  • Complaint Management
Integrated BPO-Enabling Back Office Services
  • Procure to Pay: Accounts Payable, P-Card, T&E Management, Reconciliations
  • Order to Cash: Credit Management, Order & Billing Management, Cash Applications, Collections, Reconciliations, Disputes & Deductions
  • Record to Report: GL Accounting, Month/Quarter Close, Financial Reconciliations Fixed Asset/ Intercompany Tax Planning Accounting /Reporting & Analysis
Multi-Channel Technical Support Services
  • L1 to L3 troubleshooting / Resolution
  • Home Network Resolution Services
  • Multi-channel support (phone, email, chat, portal / web, remote assist)
  • Service span: Routers, Cable Modems PC's, Tablets, Devices
Predictive and Business Optimization Analytics
  • Business Intelligence
  • Data Aggregation & Mining
  • Fraud Detection & Prevention
  • Customer Behavior Analysis
Services For Maximizing Customer Lifetime Value
  • Service Scheduling
  • Truck Roll
Revenue-generating Out of Scope Support [See SmartLeap™ – The Game Changer]
  • Additional line of revenue through offering of Out Of Scope (OOS) support services for integrated digital devices
  • Enhances customer connect and repeat purchase potential
IT Help Desk, Network Support
  • Network Provisioning
    • DSL, Cable, POTS
  • Internal Help Desk
    • Desktops/ Laptops/ Servers/ Printer/ Peripherals/ Smartphones/ PDA's/PAD's
    • OS/Applications/E-mail troubleshooting
    • Internet/ Remote User Access Set-Up, etc.
    • Trouble Ticket Monitoring & Management

The Sutherland Advantage

  • Reduce costs by as much as 40% through an integrated BPO solution with a global delivery model
  • Predict customer behavior to improve experience and increase customer retention by as much as 20%
  • Implement state-of-the-industry technology-enabled premium technical support designed to reduce cost-to-buy & cost-to-serve while resulting in greater than 85% CSAT scores and greater than 90% resolution rates
  • Create award-winning Telecommunications account management capabilities
  • Consolidate back-office functions to create greater than 30% savings with fewer resources and greater effectiveness
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