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Industry: Telecom

CX innovation that keeps your telecom brand in touch


With a constant flow of tempting new technologies and customers quick to switch to lower-cost providers, telecoms require a CX team entirely focused on preventing customer churn

Want to increase average revenue per user?

Trying to prevent customer defection?

Looking to scale during new product launches?

Need to consolidate outsourcers?

We help you to differentiate, innovate, and retain customers

Increasing competition, Internet of things (IoT), 5G, privacy and security, regulation, and cybersecurity are just some of the concerns keeping telecom managers awake at night. Introducing cloud computing enables you to introduce new services, reduce costs, attract new subscribers, and respond to market dem­ands more quickly and efficiently. HGS works with cable and telecom providers in the US, Canada, India, and Europe and can use that industry understanding to build a cognitive contact center to help you to increase loyalty among your subscribers, for example.

Within telecom, companies often face issues of customers frequently moving between service providers depending on the offers and benefits offered at the time. Our solutions can help address these challenges:

  • Mapping the ever-changing needs of customers and products
  • Churn management of valuable and high net worth customers
  • Payment- and billing-related issues leading to revenue losses
  • Network mapping and better network utilization

Solutions that innovate the telecom customer journey

 
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Consideration

Icon of a magnifying glass

  • Web/mobile experience
  • Search engine optimization (SEO) or marketing (SEM)
  • Social media marketing
  • Data-driven digital marketing and insights
  • Online reputation management

Visit site or store shop plans

Icon of website

  • Voice and click-to-chat for sales and questions
  • Chat invites and analytics
  • Web portal and virtual assistant for plan shopping or quotes
  • Cart abandonment promo offers and chat invites

Enroll, set up, and activation

Icon of information

  • Back-office for order processing and fulfilment
  • “Where’s my order” SMS alerts
  • Chat with co-browse for account set up assistance

Use

Icon of self-service via web portal

  • Self-service portal for customer FAQs
  • Mobile cam for installation and use assistance
  • ”How to” videos for support

Make a payment

icon of making a payment from mobile app

  • SMS bill pay reminders
  • Mobile messaging, virtual assistant, phone, chat, self-service for easy payment
  • IVR for making a payment
  • Automation for billing, invoicing, back office

Warranty or return

Icon of warrantee

  • Phone or chat for warranty management
  • Warranty analytics
  • Save the sale/returns reduction program
  • Back office for warranty claims management

Renew or review

Icon of loyalty programs

  • Text and speech analytics for VOC
  • Social care and moderation
  • Automatic surveys

Telecom

Sales icon

Sales

Proven upselling and cross-selling strategies

Analytics solutions use big data to understand customers better and present the right offers at the right times for increased revenue generation

customer care icon

Customer care

Activations, billing, order fulfillment

End-to-end consumer and business support for fixed line, mobile, satellite, broadband, and TV, ranging from dual-play to quad-play service offerings

Tech support icon

Technical support

Ticketing, warranty replacement, and end-to-end back- and front-office services for traditional and emerging services (e.g., fiber).

Troubleshooting, remote assistance, escalations, repair/test network operations, dispatch personnel, and follow up

It’s time to increase ARPU and reduce customer churn

Let’s talk

Connecting you to success

Find out how we’re helping telecom companies “own the home.”

Link to: Enabling a 20% growth in FTEs during a government-mandated wage increase
a woman working from home as a contact center agent

Case study

Enabling a 20% growth in FTEs during a government-mandated wage increase

Link to: Significant cost savings and customer retention for a UK telco
a group of contact center agents

Case study

Significant cost savings and customer retention for a UK telco

Link to: Reducing churn and generating revenue for a North American telco
A north America city scene with digital signal lines and dots in the air

Case study

Reducing churn and generating revenue for a North American telco

Link to: Resolution-based approach drives reduction in email volumes for Indian telco
Indian young couple texting to each other at the same table

Case study

Resolution-based approach drives reduction in email volumes for Indian telco

15,000 agents delivering award-winning service

Top 17 telcos in 7 countries

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A direct line to the right solution

Follow a manual added link

Business intelligence

TREND REPORT: Identifying missed opportunities to improve customer experience

Follow a manual added link

Business intelligence

EVALUATION: Cost reduction leader

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Business intelligence

EVALUATION: Digital marketing execution

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Whitepaper

Innovating analytics in customer care beyond the voice of the consumer

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Blog

HGS roundtable: Top customer experience (CX) trends in 2019

View all telecom resources

Improving customer experience

Across the customer lifecycle

How do you create gold award-winning customer experience?

Using the concept of the emotional bank account (EBA), we designed a customer experience blueprint to identify, model, and document best practices for inbound calls. EBA requires that agents immediately make a deposit at the beginning of the interaction and set the tone at the top of the call.

Learn how

Industry-related case studies

Image of an agent working from home

Voice and chat agents conquer virtual hurdles with ease

AWS Partner Network

Increasing contact center productivity 29% by migrating to Amazon Connect with HGS Digital

a woman working on heer computer on couch

Telecom marketplace provider achieves a 100% conversion rate while shaving costs by 40%

image of banks of computer servers in the clouds

Office-to-home cloud migration with 85% CSAT and $184K annual savings

View all case studies

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

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