Telecommunications Services
Telecom Market Services
By its nature, the telecommunications services business gives providers frequent opportunities to interact with customers. However, maximizing the value of these touchpoints has become more challenging than ever. In this down economy, consumers and corporate customers alike are emphasizing cost control in their purchasing decisions. As a result, customer loyalty has steadily decreased.
With high-quality call center and customer interaction solutions from Protocol Global Solutions, your organization can reach beyond these trends and maintain growth.
We have more than 20 years of experience delivering targeted, professional and customized call center solutions for telecommunications services providers across North America. Our management team brings significant experience managing inbound and outbound call center solutions for many of the biggest names in PBX, cable, and wireless telecommunications services.
Inbound Call Center Sales and Customer Care
- Tier 1/Tier 2 Call Center Agents
- Specialized Solutions for B2B and B2C Environments
- New Customer Enrollment and Activation Support
- Help Desk/Technical Support
- Upsell/Cross-sell
- Expertise with Plan and Equipment Providers
Outbound Call Center Sales Solutions
- New Customer Acquisition - B2B and B2C
- B2B Lead Generation/Appointment Setting
- Upsell/Cross-sell Within and Across Product Lines
- Customer Retention and Winback Programs
- Specialized Support for Landline and Wireless Accounts
- Reactivation Programs
- Email, Text and IVR Outreach - Ideal for Service Outage Notifications
Protocol Advantages for Telecommunications Providers
Highly Scalable - With 2,200 employees in 8 locations, Protocol can support the inbound and outbound call handling needs of even the largest telecom and cable providers.
Redundant Capabilities for Every Situation - Protocol’s mix of domestic and offshore call centers ensures an ideal match based on budget, location and skillset requirements. Our sophisticated call routing techniques and VOIP platform enable instant call transfers with minimal downtime. And our email, text-message and outbound IVR capabilities ensure your customers are contacted at a moment’s notice in the event of an emergency.
Customized Intelligence in Every Call - Protocol’s sophisticated CRM tools empower agents with customer-specific intelligence that maximizes the value of every call. By customizing the caller experience, Protocol can help you acquire, retain and upsell customers with very high success rates.